The player from Finland wasn't blocked from opening an account despite an active self-exclusion. The issue was successfully resolved, the player's deposits were refunded.
Playerz Casino - Player was able to open an account despite an active self-exclusion.
Amount: €550
Playerz Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I was allowed to log in and play my money even though I have set my account closed. I signed up with a trust and got the money deposited at 100, 100, 150, 150, 50 e My account was closed during the fourth deposit but I was still able to deposit 50 euros. the matter is now being dealt with at the casino but I have now come to the conclusion that all the funds deposited must be returned due to a failed closure. I managed to make deposits of € 100,100,150 but the last deposits of 150 and 50 were left somewhere between / in the casino account. the money has left my account. Apparently my account was closed when I had previously requested a lock to my sister casino account. unfortunate case. i want all my money back because of a failed block.
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2 years ago
Dear Superpeluri,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have requested self-exclusion from this casino, and after that, you were able to make more deposits?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
I put the email directly in your email. I will send them a statement today.
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2 years ago
Thank you for your reply and email, Superpeluri. Would you be so kind and forward me the self-exclusion request from the sister casino?
Also, do I understand correctly that your last two deposits have been deducted from your bank account and not credited to your casino account or returned back?
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2 years ago
Translation
yes just like that. I am sending a self-lockout request and emails to the casino today
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2 years ago
Translation
moi they paid back my last 2 deposits i.e. 200 euros. I never got an answer to which sister casino I was blocked from and I don’t remember that selfishly. Do you think I should still claim the € 350 I lost to the games before the close or be happy with that € 200?
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2 years ago
Thank you very much Superpeluri for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.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 soon.
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2 years ago
Translation
thank you. So in the beginning, I shouldn't have been able to deposit / log in to this casino. will I email you about your conversations with the Casino?
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2 years ago
Translation
login is done using trustly. That is, with strong identification.
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2 years ago
Hi Superpeluri,
I have looked at your case and understand the situation. You can send any additional evidence to my email address (peter.m@casino.guru) I will contact the casino and see if I can help. I would like to invite Playerz Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Thank you Superpeluri for your emails. Now it's the casino's turn to reply.
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2 years ago
Hi Superpeluri,
Kindly note we have escalated your case to the relevant Department and are awaiting an update from them. Once they do we will inform you accordingly.
Should you have any other queries do not hesitate to contact us.
Regards,
Playerz Casino Team
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2 years ago
Translation
clear. wait and see. miraculously put an email on the subject. and let us know again.
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2 years ago
Hi Superpeluri,
Kindly note we are still awaiting an update from the team handling your case. The moment they inform us regarding your case we will contact you accordingly.
Regards,
Playerz Casino Team
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2 years ago
Hi Superpeluri,
Kindly note that your payment has been manually processed today the 27th of January 2022, Kindly wait 3-5 working days in order for balance to reflect into your account accordingly.
Regards,
Playerz Casino Team
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2 years ago
Translation
The money appeared in the account yesterday. I got everything back. Many thanks to the casino guru and the staff. Thanks also to the playerz casino. I am more than satisfied. Admittedly, I hope that if this happens to anyone in the future then you will admit your mistake and return the money immediately. Thank you. The case has been dealt with. Casinoguru 10/10. Thank you Peter for your help.
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2 years ago
Thank you Playerz Casino Team for your help.
Dear Superpeluri,
Thank you for the update.
I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
