Players are manipulated

You pay over 14,000 euros within a few days, you write how bad you are feeling and instead of closing your account immediately you are encouraged to play at a higher stake to win back your losses. I find it very obvious that you have a problem with the game?

Prevention is important, and providers with a license from Curacao also rely on this. If there is conspicuous gaming behavior, consistent blocking is important. This is implemented in casinos from Germany as well as by operators from Curacao or Malta.

The mere suspicion of unusual gaming behavior is enough!

Does anyone have experience with such situations? I am in contact with a lawyer.

My complaint to Guru was rejected due to a lack of evidence. In my opinion, I submitted very clear evidence. According to legal regulations, clear gaming behavior is enough for the operator to at least check the deposits. My behavior was more than clear. There are pages of chats that show how bad I was feeling and how close I was to the limit. They could have at least set a limit. My account was checked daily and they knew exactly what was going on.

Greetings, I have read the complaint that you entered and how it ended. Unfortunately Veronika explained why we couldn't help you and what is important to remember in such cases is that you are a gambling addict. Our experts deal with such cases often, so they always try to evaluate everything as best as they can and go into the depth of each case. 

Obviously you will have at least one lesson to learn for the future, although with losses like this it would probably be wisest to stop playing altogether.

Anyway, I saw that you wrote that you are in contact with a lawyer, is that still the case? If you manage to resolve something would you please let me know? 

And do you think the reasoning is justified? According to the licensing regulations, you should only react to suspicious gaming behavior if there is suspicion. In my case, they reacted by giving me tips that I should make higher deposits in order to win back losses. It even says on their site that you should play for fun and in my case it was clear that I had already lost a lot. You are impartial but unfortunately you don't seem to be interested in fair gaming. It is precisely in cases like this that you have to react and you have to stop black people who take advantage of such problematic situations.

What they did is criminal and you even support such behavior

I certainly wouldn't stand for such casino practices. It doesn't matter what it would be, a gambling addict shouldn't get anything like that. But as I said, Veronica has evaluated everything you sent and told you the reason for the rejection. In these cases it is relevant to mention to the casino that you are a gambling addict. You didn't mention it once in your conversation with the casino. Also according to what I read, your VIP manager asked multiple times during your losses if you wanted to stop playing or try different strategies instead.

If you ever feel like you are losing more than you should, you need to take action immediately or try to get help. 

Such cases are very important to us and as I said, we treat each one responsibly and in depth. 

I am sorry about the way this has turned out.

another strategy that I should make higher deposits? Is that an answer for someone who has already lost 7000 euros in a few days. Withdrawals were canceled on purpose so that I gambled them away again. Is that trustworthy? During the conversation it became more than clear that I had a problem? Anyone who reads this carefully can see the problem? At other casinos I was immediately blocked if I even remotely wrote something like that. They said I should play at a higher level? Where is the logic in that? I wrote clearly on 11/26/24 that I wanted to be blocked and there was no response. The VIP manager read that and answered what was going on? That way he could respond. But nothing was done. Players who have a problem need to be protected more, which unfortunately is not the case at all. Everything is tolerated. I have ruined myself and I am not getting any help? Where is the fairness in that? The casino knew very well. I even wrote on November 19th, 2024 that I can't do it anymore, that I've exceeded my limit and that I have no money left, what is there not to understand? He should have blocked me or offered me a limit. Just telling me to take a break and try again the next day or at a different time is not responsible. I want it to be checked again. I'm also blocked and on the blacklist, how was it even possible for me to log in? How are we protected?

You're right that it doesn't make much sense and the manager shouldn't push you or suggest you deposit more. On the other hand, when you have a problem like this, sometimes it's better to contact us right away. For some casinos what you wrote is a clear sign, for some not. There were players who wrote the same thing, the casino self-excluded them and then came to complain that they were excluded. Then you basically can't accommodate anybody. That's why I said it's always important to write clearly and not beat around the bush.

If you think you want to apply for a reopening, you can try, but obviously unless you come with something that clearly states that you are an addict, it will be difficult to get it approved.

I think they could have at least asked me or looked into where the money came from. I told him clearly that I was at my wits' end and that I had ruined myself. They should have at least reacted. As it says everywhere, caution comes first. How am I supposed to prove that? I'm on the blacklist and have been banned from the Oaisis for years. Is that perhaps proof?

I have an email from another casino saying that I'm banned from the Oasis, is that enough?

There was also a case with dailyspin in June and it was decided that it was a cry for help just because I sent a message. That was decided by Antilope. Does that mean I've been on the blacklist since then? A registration shouldn't have been accepted at all. I need an answer

I have submitted a complaint but would like to delete it. Can you please do this? You are not helping me anyway.

I totally sympathize with you because I know there are casinos that would probably close your account or self-exclude you and not let you play without you asking. 

However, casinos don't have to do that of their own accord. But I would always say in these cases, it's good to communicate with the player on a slightly different level if they see what they're writing. I agree with you on that, and I don't think that live chat casinos or anyone else should be encouraging the game and asking what's going on if the player is showing clear signs of being addicted. 

On the other hand, it has to be clearly communicated from your side too as I mentioned. 

Regarding your question, I will just say that what the authority apparently decided in the summer does not mean that you are blacklisted and as far as the complaint is concerned it was rejected, because it is basically the same as before. 

You have an addiction. Plain and simple. Blaming the casino for any of the behaviors that arebindustry standard and completely foreseeable is avoidance. You don't close a liquor store because an alcoholic lives next door. This is a You problem and until You acknowledge the problem is You and get the real life therapy You need to address Your addiction...well, nothing will get better, only worse.

No, but I wouldn't offer the alcoholic a beer either. The problem was more than clear in the chats and a casino has a duty to protect people who have a problem with it. Unfortunately, that wasn't done in my case. Instead of supporting me, I was even advised to change my strategy and deposit more even though damage had already been done.