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Having previously requested an account suspension due to a significant loss stemming from addiction, I established a new account and lost an additional 800 euros. This is unacceptable, I request a refund.

Αφού είχα ζητήσει διακοπή λογαριασμού λόγω απώλειας μεγάλου ποσού λόγω εθισμού , εφτιαξα ξανά λογαριασμο και έχασα αλλά 800 ευρώ .απαράδεκτο , παρακαλώ να μου επιστραφούν

Dear 1997198790Aa

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Could you please confirm that you’ve used the same credentials to open your new account as with the old one?

Please forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good evening, my first account soon became a VIP according to their criteria, because I lost money I asked for suspension due to addiction, in the second account that was created, only another mobile number was entered but the same information, first name, last name, etc...

Καλησπέρα , ο πρώτος λογαριασμός μου έγινε σύντομα VIP σύμφωνα με τα κριτήρια τους , επειδή έχασα λεφτά ζήτησα διακοπή λόγω εθισμού , στον δεύτερο λογαριασμό που έγινε μπήκε μόνο άλλος αριθμός κινητού αλλά ίδια στοιχεία όνομα επώνυμο κτλ...

Could you please forward any relevant communication showing that you requested self-exclusion due to a gambling problem? Thank you very much in advance. Please understand we won't be able to proceed without any supporting evidence.

Dear 1997198790Aa,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.