Gemler Casino - Player seeks refund of deposits.

I have closed my account on 10.6.2022 via chat.

However, I have been able to play even though the account was supposed to be closed.

I asked customer service to return my deposits, but they say it won't work. €20,000 is the estimate of what I have deposited.

Dear paivanjatkaja,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact – the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account? Have you explained to the casino why you requested your account to be closed?

Thank you very much in advance.

Best regards,

Veronika

The reason for closing the account was a game problem.

Strangely enough, I didn't tell the casino the reason, but I haven't reopened the account myself

Did you specify for how long you wish your account to be closed?

When did you find out that you could log into your account, although it was supposed to be closed?

Do I understand correctly that you have not asked customer support to reopen the account for you?

I just announced that I want to close the account.

Not for a limited time, but once and for all.

I tried to log into the account and was successful about 2-3 days after the request to close the account.

I have not requested to reopen my account.

I sent another account closure request about a week ago.

Did you continue playing after you found out that your account has not been blocked?

Yeah, I kept playing all the way until last week's successful account closure

I'm sorry but when you ask for account closure due to a gambling problem, you should always mention that to the casino. As I stated earlier, in the case of self-exclusion due to a gambling addiction, the casino is not allowed to open your account before your self-exclusion period expires. However, when you do not give the casino a clear reason why you wish your account to be closed, they may re-open it again anytime.

Since you've continued depositing and playing for a whole year without informing the casino about your health issues, they are not obliged to refund you any deposits. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.