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Ladies and Gentlemen

I have deposited 2050 EUR into my account since October 25, 2025.

Since I cannot control myself, I requested the immediate closure of my account on October 31, 2025.

To this day, the account has not been closed. Every subsequent email has been ignored. Furthermore, a personal contact person got in touch with me, not to close the account, but to offer further deals. This prompted me to deposit more money.

I have not received a reply to my direct email to the contact person.

I now expect a refund of the entire deposit amount, as player protection is clearly being disregarded here.

Sehr geehrte Damen und Herren,

ich habe seit dem 25.10.2025 2050 EUR auf mein Konto eingezahlt.

Da ich mich selbst nicht unter Kontrolle habe, hatte ich am 31.10. 2025 um eine sofortige Schließung meines Kontos gebeten.

Bis heute wurde das Konto nicht geschlossen. Jede weitere Email wurde ignoriert. Außerdem hat sich ein persönlicher Ansprechpartner bei mir gemeldet, nicht jedoch um das Konto zu schließen, sonder um wir weitere Angebote zu machen. Daraufhin wurde ich wieder verleitet mehr Geld einzuzahlen.

Auf auf eine direkte Antwort auf die Email des Ansprechpartner habe ich keine Antwort erhalten.

Ich erwarte nun eine Rückerstattung des gesamten Einzahlungsbetrages, da der Spielerschutz hier ganz klar missachtet wird.

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Dear Blacze,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino 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

Hello,

The reason was that the losses became too high and I was having trouble controlling myself. That's why I requested the account closure. I've attached the email exchange.

Since I did not have access to the registered email address, I informed them via email which account it was.

An attempt to change my email address in my customer account was completely unsuccessful.

Furthermore, I've received another bonus email, which means the account still hasn't been closed. That's absolutely outrageous.

Unfortunately, I cannot attach the emails here.

Hallo,

der Grund war das die Verluste zu hoch wurden und ich Probleme habe mich unter Kontrolle zu halten. Deshalb fragte ich die Kontoschließung. Ich habe Ihnen den Email Verlauf angehangen.

Da ich keinen Zugriff auf die hinterlegte Email Adresse hatte, habe ich per mail mitgeteilt um welches Konto es sich handelte.

Ein Versuch meine Email im Kundenkonto zu ändern, war vergeblichste.

Außerdem habe ich schon wieder eine Bonusemail erhalten, dass heißt bis jetzt wurde das Konto noch immer nicht geschlossen. Das ist absolut unverschämt.

Leider kann ich die Emails hier nicht anhängen.

I have not received any emails from you yet. Could you please double-check if you entered my email address correctly? It is veronika.f@casino.guru.

Additionally, could you please confirm whether you still have access to the email address you used when registering at this casino?

Has the casino responded to your self-exclusion request when you contacted them from a different email address?

Finally, could you confirm if your account has been fully verified?

Dear Blacze,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.