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Hello,

I requested self-exclusion on November 4th. I first had to complete a 24-hour cooling-off period before I could permanently close my account on November 5th. Closing the account via live chat was not possible.

I specifically asked in the chat beforehand that a reopening was not possible.

On November 10th, I requested in the live chat that my account be reopened, as I had received a promotional email, and my account was immediately reopened. I deposited €87.39 using Litecoin, which I naturally gambled away and lost.

Whether I get my money back is irrelevant to me. However, the casino is not complying with player protection regulations.

Hallo,

Ich habe am 04. November einen Selbstausschluss beantragt. Dazu musste ich zuerst eine 24-Stunden-Cooling-Off-Periode absitzen, sodass ich am 05. November mein Konto permanent schließen Konnte. Über den Live-Chat war eine Schließung nicht möglich.

Ich habe vorher extra im Chat nachgefragt, dass keine Wiedereröffnung möglich sei.

Am 10.11. bat ich im Live-Chat darum, mein Konto wiederzueröffnen, da ich eine Promotionsmail erhielt und mein Konto wurder direkt wiedereröffnet. Ich zahlte 87,39€ mit Litecoin ein, die ich natürlich verspielte und verlor.

Ob ich das Geld nun zurück bekomme, ist mir egal. Jedoch geht das Casino nicht dem Spielerschutz nach.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask a few questions to clarify your situation:

1. Could you please specify how you activated the self-exclusion? Did you do it directly in your player account?
2. Have you confirmed your decision to self-exclude after the 24-hour cooling-off period passed?
3. Please forward all communication between you and the casino regarding your self-exclusion requests and account reopening requests to [email protected].

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

Best regards

Veronika

Sent.

Thank you for your email. Could you please clarify the duration of the self-exclusion you requested?

Do you have any evidence of this request that you could share with us?

Could you also forward me the entire chat conversation with customer support from November 10, when your account was reopened? Thank you for your cooperation.

Dear Villa7772,

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,

Veronika

Casino.Guru