The player from Hesse has faced issues with the casino not adhering to responsible gambling and fair play. He has also self-excluded multiple times, yet his account was reactivated, leading to significant monetary loss.
Kraken.Casino - Player requests a refund after his account was reactivated.
Amount: €1,000
Kraken.Casino
Safety Index:Fresh casinoSafety Index
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Case opened
Current status
Waiting for player to reply
6d 17h 53m 8s
Case summary
6 hours ago
Public
Public
15 hours ago
Translation
Dear Sir or Madam,
I have played at this casino and set deposit limits, but these were repeatedly changed by support staff, even though I clearly stated that I have difficulty controlling my gambling behavior. Additionally, I have had myself banned from the casino multiple times and even reported myself as addicted at one point. Despite this, I was repeatedly able to have my account reactivated, which ultimately resulted in a loss of €1,000.
I would like to know whether I can take legal action against this casino or if it would be futile. I would appreciate it if you could advise me on possible options.
Best regards,
Automatic translation:
Public
Public
6 hours ago
Dear casinotester,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Kraken.Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise whether your account is currently accessible to you?
- Could you please provide supporting evidence you informed the casino about your struggle to control your gambling and gambling addiction?
- Post screenshots here or send the communication supporting your case to my email at tomas@casino.guru
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,
Tomas
casinotester has 6d 17h 53m 8s to reply
