HomeComplaintsOsiris Casino - Player’s requests for self-exclusion have been overlooked.

Osiris Casino - Player’s requests for self-exclusion have been overlooked.

Amount: €100

Osiris Casino
Safety Index:Very low
Submitted: 11 Apr 2020 | Case closed : 27 Apr 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Switzerland has requested to be self-excluded due to an addiction problem but the casino didn’t comply. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

Casino does not want to close the account despite gambling addiction problems. Mails are ignored very hard. No reply to mail. Customer service would rather offer a bonus again than take the problem seriously. Criminal gang. Hands off.

Automatic translation:
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4 years ago

Dear Stephan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Please, could you forward me the email in which you have requested to be self-excluded? My email address is petronela.k@casino.guru. Furthermore, to support our case, it would be highly appreciated, if you could forward me the email from casino, offering you the bonus, after you have requested for your account to be closed.

Hopefully, we will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

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4 years ago

Dear Stephan,

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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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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