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Hello, dear Casinoguru team. I have a gambling problem. I lost over €4,000 and have been asking for my account to be closed for some time. Now I've lost everything I had. I also won €1,800, which I then lost as well, and they rejected my withdrawal (even though I was verified). I'm asking for help. I'm at my wit's end.

Hallo liebes Casinoguru Team. Ich habe ein Problem mit glückspiel. Ich verspielte mehr als 4000 euro und bat schon etwas länger mein Konto zu schließen. Nun habe ich alles verspielt was ich hatte. Ich hatte ebenfalls 1800 euro gewonnen dies hab ich dann auch verspielt, da (obwohl ich verifiziert war) haben sie diese Auszahlung abgelehnt. Ich Bitte um Hilfe. Ich bin am Ende.

Dear erikkraemer18,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you are facing.

To better understand your situation, could you please provide us with more information by answering the following questions:

• When did you initially request to have your account closed?
• What reasons did the casino provide for rejecting your withdrawal?
• Can you provide any communication or correspondence you had with the casino regarding your account closure and withdrawal issues? My email address is petronela.k@casino.guru.
• Has the casino given any updates on the status of your account closure?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

When did you originally request to close your account?

It's been a while since I wasn't making any profits at first.

What reasons did the casino give for rejecting your withdrawal?

According to Slotlounge, I wasn't verified, even though all the documents I submitted were green (in the sense that they were approved). I was also able to make a withdrawal of €300, which was also approved. The strange thing is, when I had a "large" win, they asked for all the documents again, which made little sense to me. I did it anyway, but it was constantly rejected.

Can you provide me with any communication or correspondence with the casino regarding your account closure and withdrawal issues? My email address is .

Yes, I send them my transactions and data that I can verify.

Has the casino provided you with updates on the status of your account closure?

Yes, when I lost all my money, I asked to close my account because I

I am addicted to gambling.

Wann haben Sie ursprünglich die Schließung Ihres Kontos beantragt?

Es ist etwas länger her, da ich anfangs keine Gewinne erzielte.

Welche Gründe hat das Casino für die Ablehnung Ihrer Auszahlung angegeben?

Laut Slotlounge sei ich nicht verifiziert, obwohl alle Dokumente die ich einreichte grün geleuchtet haben (in dem Sinne genehmigt wurden) ich konnte auch eine Auszahlung von 300 euro tätigen dies wurde auch genehmigt. Komisch ist nur bei einem ,,hohen" Gewinn verlangten die erneut alle Unterlagen, was für mich wenig Sinn machte. Ich tat dies dennoch. Allerdings wurde es ständig abgelehnt.

Können Sie mir jegliche Kommunikation oder Korrespondenz mit dem Casino bezüglich Ihrer Kontoschließung und Auszahlungsprobleme vorlegen? Meine E-Mail-Adresse lautet petronela.k@casino.guru .

Ja ich schicke ihnen meine Transaktionen und Daten die ich Belegen kann.

Hat das Casino Ihnen Updates zum Status Ihrer Kontoschließung gegeben?

Ja, als ich mein ganzes Geld verspielte, bat ich mein Konto zu schließen, da ich

Glückspielsüchtig bin.

Hi,

To help us assess your case accurately and determine whether the casino fulfilled its responsible gambling obligations, could you please let us know:

• The exact date when you first requested self-exclusion or account closure due to gambling problems.
• Whether this request was made via email, live chat, or through any other method.
• If possible, could you forward us a screenshot or copy of that communication as evidence? You can send it directly to petronela.k@casino.guru.

This information is crucial for our investigation, especially when assessing whether the casino took appropriate action after being informed of your gambling issue.

We appreciate your cooperation and hope to assist you in resolving this matter as soon as possible.

Dear erikkraemer18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru