Gunsbet Casino - Player's self-exclusion failed.

Hello casino guru .. I have a complaint about guns bet casino .. I have open the account in this casino .. and I use email as ****2@gmail.com.. and also after opening the account I went to live chat agent and ask them if I ever sexeclude my self in this casino the guy checked and told me no I never self exclude my self in past or present.. so I start playing and I lost 7000$ in this Casino because I remember this casino is from dama NV and I self exclude my self in most of there casinos long time ago .. so I check my email in my other 2mail account that is ****1@gmail.com .. so ifound out I am self excluded in this casino and wen I email them they told me yes I am self excluded in there casino and not allow to play in there casino as I have gambling addiction so I told them y did u guys let me open the account in there casino and I also ask the live chat agent .. and he told me no I never self exclude in there casino ... they told me because I used different email to open my account but my info was all same as I used in the past to open my account .. so after that they close my account on ****2@gmail.com as well .. so I try making another account with my another email .. and this time system don't let me open my account with different email and all the same info .. so I told them if u saying ur system has not detect me because I use different email .. how come now ur system detect me .. again I make the account with another email .. but they don't have answer for this .. I have screen shot of the live chat agent were he told me I never did selfexclusion to there casino for gambling problem ... I can send u that as well and I have screen shot were I make my 3rd account with using ****5@gmail.com .. and now system detect me and don't let me login .. so let me know and I can send u there emails and screen shots that I have

Dear sunnykuk81,

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 better understand the situation. Could you please forward me your original self-exclusion request and what the casino replied to you? Could you please forward me also the transcript of the live chat when you asked about your self-exclusion being active or not? My email address is tomas@casino.guru. Could you please advise if any of the accounts mentioned above are still open?

Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas I had forward you all the emails . Plz check

Thank you for your messages.

Please understand that creating multiple accounts on purpose in order to circumvent the casino's block and requesting a refund is not something we'll be able to help you with.

Would you be able to provide us with the original request for self-exclusion you sent to the casino from your ****1@gmail.com account and their confirmation the self-exclusion is active? Please forward the emails or screenshots to my email at tomas@casino.guru

When you contacted casino support with your question about your self-exclusion status, which personal information did you provide them? (email, full name, etc.)

I'll await your reply.

I had provide them all my original info to check if I am self excluded or not . And wen I open my account with new email .. I put all my info correct and same as I put the info before just only email is different and they told me because I use the different email that is y system don't detect my name but then again I tried to make account with 3rd email but this time system detect me and log me out and told me my account is disable ... how system detect me this time ... all my info is same in all my 3 accounts

1st account - ****1@gmail.com ( all my info same)

2nd account -

****2@gmail.com ( all info same address my name everything use same as my 1st account )

In this account I lost 7000$ that I am complaining about

3rd account just to check if system ban me or not ( all info i put same as 1st and 2nd account ) but this time system detect me and disable my account ) - ****5@gmail.com

If I would have use my info incorrect then I understand if there system don't detect and let me deposit but I use all my info same in my 2nd account and give all my info correct to live agent but they purposely let me play and told me I am not self excluded in past or present but wen I complaint them after then they told me because I use different email that is y there system don't detect me and let me play .. so that's y I made 3rd account to check if they r correct or not but they were lying to me ..

I understand, sunnykuk81.

And I tend to agree that by providing the same personal information on registration the casino should recognize you as the same person.

Trying to circumvent the casino's block as you did with your 3rd account, is not something we recommend you do in the future, because we won't be able to assist you with that.

I would like to ask you again, for the following information. We will still need from you a copy of your original self-exclusion request for your first account. Also, please send the confirmation you received from the casino regarding the self-exclusion of your first account if you've received any at your earliest convenience to tomas@casino.guru. I'll await your reply.

Hello casino guru I don't have the self exclusion email because I told live agent at that time and they close my account ...

Hello Tomas can u tell me wats going on in my case I will wait for ur reply Thanks

Thank you for your reply, sunnykuk81, but since there is no proof of you requesting a self-exclusion or any confirmation you were self-excluded in the casino on your first account, there is no way for us to build a case and confront the casino.

Please let me know if there is any additional information that I have overlooked, otherwise, I will be forced to reject your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello Tomas I am attaching screen shot were they say them self that I am banned to play any of the casino which comes under dama nv .. and I remember wen ever I make any account under dama nv casinos my account got disable and I cannot play they them self is saying I am ban to play under dama nv casinos and they know there casino didn't detect my name and its there fault even I ask from them ...agent said no it's fine .. I can play .. and wen I email them regarding this matter they come up that I am ban to play and I know this its been so long wenever they introduce new casino .. and I made my account they disable my account right away .. even though I used another email .. they detect with my name

Thanks plz look into this again

Will wait for ur reply

I am terribly sorry but, without the proof your first account was self-excluded, we cannot proceed with the case.

Do not hesitate to contact us if you come across any kind of proof in the future and we can reopen your case straightaway.

After gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into issues with any online casino and we will try our best to help.