Lempi Casino - Self-excluded player was able to open a new account.

Hello, I closed my account due to gambling addiction, but I managed to open a new one with 100% the same information. My favorite casino claims that the information differs. I asked them to send me proof of the discrepancies, but they stopped responding. It has been 3 weeks, and I can't get in touch with them.

The first account was closed in November 2023, and I managed to open a new account with the same personal information in May 2024, and ended up losing money.

Dear Glamors12,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise what payment methods did you use for depositing and playing in both of your accounts?

Could you kindly forward me the email from November 2023 when you requested to be self-excluded due to gambling addiction? My email address is veronika.l@casino.guru

Please specify the personal information you had to submit to the casino when you opened your second account.

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

Best regards

Veronika

Hi, I used the trustly payment method on both accounts.

there is no need to enter personal information in the casino when registering, because the casino is pay and play and registration takes place automatically when depositing, the system collects the information.

Thank you for your email.

You mention that you used Trustly. Did you use the same bank account for both of your registrations?

I used a different one. But in both I am exactly the same person and exactly the same information. My bank collects the information from the population register system. You cannot change them.

here is the first payment, here is the second. Exactly the same person in both.

Thank you very much, Glamors12, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Glamors12,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, Did you catch the casino?

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Glamors12,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact us if you have any questions or require further assistance.

Best regards, Jozef