K8 Casino - Player’s account was reopened.

Hello, I would like to request a refund for some of my losses because I have had to close my account 4 times already, each time informing you that I have problems with gambling. The main issue is that each time you allowed me to reopen a new account with the same name and verified with the same document, which I find unacceptable. I would like a thorough review, as it seems to me that all the games are manipulated because it is impossible to ever double your balance.

Dear ciprianstefan369,

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 can understand the whole situation completely. 

• Could you please clarify if you reopened the already closed account or created new accounts?
• Which personal details were the same?

Additionally, please forward all the self-exclusion requests to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Every time I opened another one with the same personal data, and I checked it with the same documents

I sent him a lot of emails with the first account to close my account and he didn't listen to me, but I also wrote to him in his chats that I have a serious addiction to gambling and he always told me that my lucky day will come

Thank you for your reply, ciprianstefan369. Firstly, I would like to ask you to clarify which personal details were the same, because when I tried to register an account, the only personal detail I had to enter was my email address or phone number depending on the type of registration.

Furthermore, I checked your email and I have not found a single message in which you requested account closure due to a gambling problem plus your messages were quite rude and offensive. If you have a message in which you informed the casino about your gambling problem, please forward it to me.

Dear ciprianstefan369,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have the impression that you are here to confuse me, I told them about 100 times that I have serious problems with the game, when I reopened my new accounts the only thing that changed was my email, the rest I got the same data, the same documents

I am trying to investigate your case thoroughly and see if there is anything we can do, but in order to do so I need your cooperation. Please check my last reply and provide the necessary information. Thank you in advance.

Dear ciprianstefan369,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.