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Hello,

I asked in the chat how to block my account. I wanted to have it closed due to my gambling addiction. Chat support told me I had to send an email to support with the following information:

First name

Last name

Telephone number

Reason for blocking

After a short time I received confirmation from support and according to support my account was closed.

Today I was able to deposit €1000 and gamble it away.

Now I would like to get my money back from the casino because they don't take player protection seriously.

My account has now been blocked by chat support.

Hallo,

ich hatte mich im Chat erkundigt wie man seinen Account sperrt. Ich wollte mein Konto aufgrund meiner Spielsucht schließen lassen. Der Chat Support erzählte ich muss eine Mail an den Support schicken mit den folgenden Informationen:

Vorname

Nachname

Telefonnummer

Grund der Sperrung

nach kurzer Zeit kam die Bestätigung vom Support und mein Konto wurde laut dem Support geschlossen.

Heute war es mir möglich 1000€ einzuzahlen und diese zu verspielen.

Jetzt möchte ich gerne vom Casino das Geld erstattet bekommen haben, da diese den Spielerschutz nicht ernst nehmen.

Mittlerweile wurde mein Konto vom Chat Support gesperrt.

Dear Kronos1995,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

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.

When exactly was your account closed? Has it been closed permanently, or only temporarily?

Was yesterday the only time you were able to access your account again? Did you request your account to be reopened, did the casino reopen it, or did you create a second account?

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

Best regards

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello Veronica,

Thank you very much for the quick reply. The closure period was stated as 100 years. The email to support was brief but informative. I specified exactly what support wanted, and the closure was confirmed to me via email.

I'll forward the emails to you right away.

I only logged in yesterday, I didn't try other days.

No, I did not request to open the account yesterday.

My account was permanently closed last night in chat after I complained that the closure hadn't worked. However, I received confirmation of this via email on Saturday.

That's why I want my deposits of 1000€ back.

Hallo Veronika,

vielen Dank für die schnelle Antwort. Die Dauer der Schließung war mit 100 Jahren angegeben. Die Mail an den Support aber kurz aber aussagekräftig. Ich habe genau die Dinge angegeben die der Support wollte und mir wurde die Schließung per Mail auch bestätigt.

Ich leite die emails an dich gleich weiter.

Ich habe mich nur gestern eingewählt, andere Tage ich nicht probiert.

Nein, ich habe gestern keine Öffnung des Accounts beantragt.

mein Account wurde gestern Abend im Chat dauerhaft geschlossen nach dem ich beschwert habe, dass die Schließung nicht funktioniert hat. Mir wurde diese aber am Samstag per Mail bestätigt.

deswegen möchte ich meine Einzahlungen von 1000€ zurück.

The casino refunded me the €1,000. I just received it.

Case can be closed.

Das Casino hat mir die 1000€ zurückerstattet. Habe diese so eben bekommen.

Fall kann geschlossen werden.

Dear Kronos1995,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru