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Good evening ,

I already played at the casino in September 2024. I had my account permanently blocked at the time due to gambling addiction. Now I was able to reopen my account and deposited money, but I lost my money.

It can't be possible for my account to be reopened? I closed it permanently about a year ago.

I would like to ask you to help me get my money back and permanently close my account. Current and past payment histories are attached.

thank you dear team

Guten Abend ,

ich habe bereits im September 2024 bei dem Casino gespielt . Habe mein Konto damals aufgrund von spielsucht dauerhaft sperren lassen . Nun konnte ich mein Konto wieder eröffnen und habe eingezahlt und mein Geld verloren .

es kann doch nicht sein das mein Konto wieder eröffnet werden kann ? Ich hatte es ja vor gut einem Jahr dauerhaft geschlossen .

Ich würde sie bitte das sie mir helfen mein Geld zurückbekommen und eine dauerhafte Schließung vom Konto zu erreichen . Zahlungsverläufe aus jetzt und Vergangenheit sind im Anhang .

vielen Dank liebes Team

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino in September 2024, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have sent an email with the information to the address

Ich habe eine Mail mit den Informationen an die Adresse gesendet

Thank you for your email.

Unfortunately, the screenshots you provided are not sufficient for us to determine that the casino breached its Responsible Gaming standards. We have no evidence showing that you previously had a self-excluded account. Please note that without any supporting evidence from your side, we will not be able to continue with the investigation.

Unfortunately, the emails from that time are no longer saved. But I did send you pictures of the payment history from last September. The casino should also be able to confirm my inquiries. It would be a shame if the case were closed without the casino being questioned about the matter. I'm sending you the advertising SMS they're using to lure me back by email. Even though I shouldn't be getting anything else.

Leider sind die mails aus diesem Zeitpunkt nicht mehr gespeichert . Aber ich habe ihnen ja Bilder der zahlungsverläife aus letzten Jahr September geschickt . Das Casino müsste meine anfragen auch bestätigen können . Es wäre schade wenn der Fall geschlossen werden würde ohne das Casino zu dem Fall zu befragen . Ich sende ihnen nochmal per Mail die werbe sms womit ich gelockt werde . Obwohl ich nichts mehr bekommen sollte

Thank you for the additional information. I understand how upsetting this situation must feel, especially when you believe your account should have remained closed.

Please allow me to explain how our Complaint Resolution Center works. We act as a neutral mediator between players and casinos. This means that for us to move forward with an investigation, we need evidence that clearly shows the casino breached its obligations. In cases involving self-exclusion, this usually requires written proof (such as emails, confirmations, or screenshots) that the account was previously excluded due to gambling addiction.

Unfortunately, the screenshots you provided do not confirm that a self-exclusion was in place in September 2024. Without such evidence, we are unable to prove that the casino acted against responsible gambling rules. This means we cannot pursue a refund claim on your behalf.

However, what we can do is assist you with the permanent closure of your current casino account to ensure you no longer receive marketing messages or have the possibility to reopen it in the future. If your account is not yet fully closed, we will be happy to contact the casino and request that it be blocked permanently.

Please let me know if you would like us to assist with this step.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marti89,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika