official complaint about the online casino Sankra11

Good evening,

I would like to submit official complaint about the online casino Sankra11

I had requested self-exclusion/account closure since last week. However, instead of immediately proceeding with my request, they convinced me to continue playing by offering me cashback on Monday, which I accepted. After that, I continued to lose money.

On Monday I clearly reiterated that I want a final self-exclusion, but to this day this has not been implemented and my account remains active. In the meantime, I have continued to receive promotional messages and bonuses, and recently I was sent an offer again, despite having asked to stop permanently.

I believe the casino did not properly implement responsible gaming procedures and did not respect my self-exclusion request, resulting in me continuing to deposit and lose money.

I request that my case and the casino's compliance with responsible gaming rules be reviewed, as well as the possibility of a refund of my deposits made after the initial self-exclusion request.

Thank you very much for your time.

Best regards,

Emmanouil Christakis

They also continue to send bonuses, I finally found them in live chat and they banned me and I simply disconnected from my account, interrupting the conversation and I never got a response again for a refund of the deposits that I lost of my own free will, yes but because of them because I have been telling them since yesterday to close me because I am eating a lot of money and they are not doing it while they are under responsibility to do so

Hello, sadly, we do not accept complaint requests posted on the forum. Kindly go through the instructions and request form; thereafter, our colleague will look at it.: https://casino.guru/complaints/create 👈

There is, however, a big difference between regular account closure, which usually ends with retention activities from the casino, just as you describe and self-exclusion due to gambling addiction, which should result in immediate account closure without the possibility of any reopening.

So, the main point of the complaint will be: did you inform the casino about gambling addiction? Kindly prepare proofs supporting the casino failure and your request. That will eventually accelerate the process.

Do not worry, here on the forum you can always keep us posted.

I can’t make a complain because on the top I need to write the casino but the system doesn’t show sankra11

Hello, give it please a second look. What is behind the list? "is the casino not in the list?" You are supposed to use that option instead. Don't worry, the system has it covered.

Go ahead and try, please.