Online Casino Games - Player's account has been reopened without respect to self-exclusion.

Hello,

i have asked to close my account permanently last June and i wrote as subject in the mail as you adviced in the past that i had a gambling addiction. But they did not care and reopened my account after i simply asked in the chat and i lost 390 USD again. I can send you the email if you want, their support even replied to me that time saying they take responsible gambling seriously...

I wrote a mail 3 dyas ago asking them to close my account and i asked a refund since they did not respect my request but i had no answer for 3 days.

What is the point of pointing out a gambling problem if the casino just do not care.

Thanks for your help.

Dear mrmileena,

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 clarify your situation.

Could you please forward me the email with your account closure request that you sent to the casino back in June along with the casino's reply? Have you specified how long you wish to be self-excluded?

Also, kindly forward me the communication with customer support when you requested your account to be reopened. My email address is veronika.l@casino.guru.

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

Hello,

i have sent you what you asked for.

I wrote that i wanted to stop casino for good and i clearly wrote permanent self exclusion in the mail, so to me it was for an infinite period.

I also tried to communicate with the casino support since Friday but nobody is replying. The last screenshot i sent you was their last answer and my account is open there since Thursday despite the fact i asked closure again for the same reasons.

Thank you in advance.

Thank you very much, mrmileena, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Thank you Veronika.

For information, i still didn't receive any response from the casino and my account is still open. But, i receive promotions offers to deposit and play...

Dear mrmileena,

I’m Kubo, and I will be handling your complaint moving forward. I sincerely apologize for the situation you've experienced with Online Casino Games, and I assure you that I will do my utmost to assist you.

If there have been any new developments regarding your case since the last update, please feel free to share them with me.

Currently, Online Casino Games has not registered their representative account on our platform, which prevents them from responding directly in this thread. However, I have reached out to their representatives through another channel and am awaiting their response. I will keep you updated as soon as I receive any news.

Thank you for your understanding and patience.

Best Regards,

Kubo

Hello dear,

Thank you for your message.

I have tried to reach out several times asking to close it, refund me and to reply to me. But i never get any response until now.

Hello again,

They finally closed my account but i didn't receive any mail nor anything.

I also want a complete refund since i asked closure because of gambling addiction, i should have my money back. After all, it is my money they are keeping, not theirs.

Hello dear,

They finally sent an update, here is their message:

Good day!

We just an update from the Payments team and they advised that they will look into your request and proceed accordingly. Please be advised that your account information has been banned and kindly refrain from creating any other account.

Have a great day ahead!

I gave them my bitcoin address since they cannot reverse the deposits i made with my card. I'll inform you if i get my money.

Hello again,

They agreed to refund, here is their email:

We're contacting you about your refund request. According to our Payments team, the refund will be processed using the same method you used to make your deposit, so your card deposits will be refunded. Your bank should also receive the refund within the next couple of weeks.

If you have any questions or need assistance, our friendly customer support team is also here to help 24/7.

Since apparently it can take time, could you please keep this complaint open until i really get my money back, thank you.

Dear mrmileena,

I’m pleased to hear that your account has been successfully closed as you requested, and even more so that the casino has acknowledged their mistake and agreed to refund your deposits. While the casino hasn’t yet responded to my email, it’s possible they are aware of this complaint, which may have expedited the process.

I will keep this complaint open for now. Please let me know once you receive your refund.

Thank you for your cooperation.

Hello Kubo,

Thank you again for your message.

Yes, i will update you once i really got my money back.

Take care.

Dear mrmileena,

Are there any updates? Have you received your refund?

Hello Kubo,

No until now, i didn't receive anything. I contacted them to ask if the refund has been processed. First they told me it was processed, then that it was in process so I'm a little confused. They told me, it can take several weeks to come to my bank. I will join their reply here:

As previously communicated, the refund has already been processed by our payments team.

We advise you to check directly with your bank for any updates. The funds have been released on our end, so any further delays are not our responsibility.

Thank you for your understanding.

I contacted my bank, which told me that no payments has been made, so i wrote them again and i received this answer:

Thank you for following up on your refund request. Our Payments team is currently processing it and as mentioned in our earlier communications, it may take a couple of weeks for your bank to receive the funds. However, I've escalated your request to the Payments team for further review. We'll be sure to reach out through email again once we receive an update.

I wait until next Monday, if i don't get my refund, I'll ask my bank to cancel the transactions made since i have a proof of them agreeing the refund and accepting their mistake. Also, we can only cancel transactions in the next 30 days so if i wait until 18th, i won't be able to cancel them after that date.

They sent this tonight:

Thank you for reaching out. as our payments team We have already processed several refunds, that banks may take up to 30 days to release the funds into your account. Unfortunately, this timing is beyond our control. if it is still has not reflected back after that period then you may reach out to us again,

Dear mrmileena,

Thank you for your patience. While the casino has acknowledged their mistake and confirmed that your refund is being processed, I strongly recommend exercising patience and refraining from initiating a chargeback at this stage.

Chargebacks can raise serious concerns regarding a player's credibility and may lead to complications in future gambling activities. In some cases, they can result in account closures and even voiding of winnings, especially after verification. Moreover, chargebacks can take significantly longer to process - sometimes up to 90 days - so it’s in your best interest to allow the casino to handle the refund directly.

In the meantime, I will reach out to the casino through their affiliates to inquire about the expected timeframe for your refund and will make every effort to expedite the process to ensure you receive your funds as quickly as possible.

Thank you again for your patience and understanding. I’ll keep you updated with any new developments.

Hello Kubo,

Yes, i decided to wait. I explained the situation to my bank which advised me to wait the 30 days in question.

The casino confirmed the refund was processed on 24th of October so I'll wait until 24th to see.

Hello,

i received refund of 200 dollars which appeared on my card, there is still 150 usd i should normally receive. I will inform you once i get them.

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.

Dear mrmileena,

I have been in touch with the casino representative through an external channel and am currently awaiting additional information necessary to move forward with our investigation. I will provide you with an update as soon as I receive it.

Thank you for your understanding and patience.

Hello Kubo,

My bank told me to send proofs of the refund and i sent their email saying the refund was 350 usd.

I saw 140 chf on my account as reservations a few days ago, which is about 150 usd. Unfortunately, on the following day it was canceled, so bank maybe declined the refund, it happened to me in the past.

My bank will check now with the proofs i sent.

Thank you for everything. I'll inform you if it is finally on my account in the next days.

Dear mrmileena,

Thank you for informing me about this.

Let’s wait for your bank to review the transaction. I hope the process goes smoothly and that you receive your funds promptly.

Dear mrmileena,

I wanted to check in and ask if there have been any updates regarding your refund. Have you received any news or confirmation from your bank about the transaction?

Thank you.

Hello Kubo,

I didn't receive any information yet. I'll inform you as soon as i receive a response.

Hello Kubo,

The bank finally put the money back on my account so you can close this complaint as resolved.

I want to thank you for your help as always.

Best regards,

mrmileena

Dear mrmileena,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo