K8 Casino - Player's self-exclusion request ignored.

I live in Switzerland. I was not able to select this in your claim form. I opened an account with K8 and after a while I wanted to close my account due to gambling addiction indications. I send and email but account remained open. This was in Oct23. Then I continued to play and lost lots of funds. Now I claimed closure again and asked for compensation of my net losses. This time they blocked the account and committed to analyze their failure re this but not come back with a compensation offer yet. Please support me in this

Hello Engiman,

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 advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

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

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

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hi there. I am living in Switzerland and not the UK. I was not able to put that into your form correctly. I claimed gambling addiction to close my account which is the same as self exclusion. Ref also screenshot uploaded

Can you send me an email which I can use to send you evidencing materials like Emails. I also requested account closure due to gambling addiction via chat back in October 23. the casino is not sending me the transcript per email as this would evidence the case … maybe you get it. Thanks!

Please forward the mentioned evidence to nikolas.b@casino.guru.

Dear Engiman,

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.

Ich habe bereits alles weitergeleitet. Haben sie das nicht bekommen?

Hello Engiman,

I've received your e-mails but non of them contains your self-exclusion request from October 23. Can you please provide that as without it, there is nothing we can do.

I send it again

Hello Engiman,

Unfortunately, if you do not own the request you forwarded to the casino, there is nothing we can do. Please be sure to always save such live chats or e-mails otherwise there will be zero proof of your claim.

As we did not receive the requested proof of your self-exclusion, we will be forced to reject the complaint due insufficient evidence.

Is there anything else we could assist you with?

Ich bin verwirrt. Ich habe ihnen doch das email weitergeleitet und da bin ich der Absender und Eigentümer des Accounts???

Hello Engiman,

I have received all your e-mails but as I claimed above, non of them contains your request from October 23 and unless you have it, there is nothing we can do. It is not a relevant proof if you only claim it but there is not a single evidence of it.

As so far we do not have this request, we will be now forced to close the complaint. If you will be able to provide such proof, please forward it to nikolas.b@casino.guru but until then, the complaint will be rejected.

Best regards,

Nick