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Despite my message to the official/provided email address for responsible gaming, specifically mentioning my gambling addiction and requesting permanent account closure due to this, my message was ignored and my player account remained open. I was prompted to "verify" my account, claiming "no account could be found at the provided email address"—however, it was no problem for the casino to contact me at the address registered in the account. Even worse, I was contacted by a VIP manager via this email address (though not regarding account closure). I therefore demand a refund of losses incurred AFTER my account closure request.

Another request to close the account was sent at the same time.

Thanks so much

Trotz meiner Nachricht an die offizielle/abgegebene E-Mail-Adresse zum Verantwortlichen Spielen und dem konkreten Hinweis auf meine Spielsucht, sowie bitte um permanente Schließung wegen dieser wurde meine Nachricht ignoriert und mein Spieler-Konto war nach wie vor geöffnet. Zur „Verifizierung" meines Accounts „da kein Account unter angegebener Mail-Adresse zu finden sei" wurde aufgerufen - jedoch war es kein Problem für das Casino mich unter der im Account hinterlegten Adresse zu kontaktieren.Noch schlimmer ich wurde von einem VIP-Manager über diese Mail-Adresse kontaktiert (jedoch nicht wegen der Schließung) ich fordere deshalb Verlust welche NACH der Bitte um Kontoschließung verzeichnet wurden zurück zu erstatten.

Eine weitere Aufforderung zur Kontoschließung wurde zeitgleich versandt.

Vielen Lieben Dank

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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 you a few questions to clarify your situation.

• Could you please specify which email address you used to register your account at this casino, and from which email address you sent the self-exclusion request included with your complaint?
• Did you contact the casino from the correct email address, as suggested by the support agent, to request the closure of your account? If so, kindly forward me the self-exclusion request sent from the other email address, along with the casino’s responses and all subsequent communication, at veronika.f@casino.guru. Please include the complete email threads rather than only screenshots.
• Have you completed the full KYC verification at this casino?
• Is your account currently closed? If so, please specify the date on which the casino closed it.

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