The player from Germany is dissatisfied that he could reopen his self-excluded account at any time. We rejected the complaint because the player didn't respond to our messages and questions.
LSbet Casino - Player is questioning the responsible gambling tools.
Amount: ??
LSbet Casino
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2.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day
The casino does not respect my self-exclusion for 12 months. Although the account is blocked, but I could have the account opened immediately in the chat if I wish. Since I have problem gambling, I sincerely request that you prohibit the provider from opening the account at any time upon my request.
I'm shocked that this casino doesn't respect players with problems.
Here is a proof on the chat 2/10/2022
how could i help you
19:12
How long is my account blocked?
it depends on you!
Definitely not. You are obliged to maintain the lock. I will use this transcript to make a complaint. You must respect the lock
Your account can be unlocked ONLY at your request!
It's fatal. I sent an email asking for a 12 month ban for gambling addiction. What's the point if the provider opens the account immediately in the chat according to the customer's request. Please help me and support me.
Automatic translation:
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2 years ago
Hello Moritz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I apologize, but I am not sure what help you expect in a case like this. Could you please elaborate?
If your account is still blocked and hasn't been reopened after your request, and if you didn't manage to deposit and lost any money, I am afraid that there is not much more we could do for you. I am sorry, but we cannot punish the casino based only on one conversation with the live chat with the support agent who might not be aware of your active self-exclusion. This doesn't mean that your account would truly be reopened. Thank you for understanding.
Best regards,
Kristina
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2 years ago
Translation
So without much trouble they would open my account again.
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2 years ago
Thank you for your reply, Moritz. Do I understand correctly that your account has been reopened? Could you please forward me your self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.
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2 years ago
Dear Moritz,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
Translation
As shown in the screenshot. I could reopen the account immediately if I send a picture with a selfie and ID card. That's not player protection. I will of course not open the account as I don't want to play. But I could anytime. That has to be prevented. If the account is to be blocked for 12 months, then under no circumstances may it be opened earlier. The provider should promise you that, please. I ask you to do this.
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