The player from Germany who admitted having a gambling problem asked the casino to close his account. Despite his confession, the casino quickly re-opened his account upon request, leading to a loss of an additional 8000 Euros. The player claims there are no proper measures for player protection on the website, such as setting limits or self-exclusion, and asks for a refund.
Pokies2Go Casino - Player complains about the lack of responsible gambling measures.
Amount: €8,000
Pokies2Go Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for Casino Guru to reply
3d 3h 52m 13s
Case summary
4 days ago
Public
Public
1 week ago
Translation
Hello dear Guru Team,
I have a problem.
I opened an account with the above-mentioned casino and realized within a few weeks that I didn't have control over my gambling. I requested the casino to close my account immediately. They did so a few days later, after I followed up in chat. In my email, I explicitly mentioned that I have a gambling problem.
However, two days later I asked in chat if they could reopen my account. In a matter of seconds, my account was reopened without any questions being asked. End of the story - I deposited and lost a further 8000 Euros.
I have asked the casino to refund all of my deposits, but the casino does not respond at all. I have tried everything ....
There is no effort made for player protection on the website. One cannot set any limits. A self-exclusion on the website is not possible.
Dear Guru Team, can you help me get my money back?
I am attaching a few screenshots to this case and ask for your support.
Best Regards
Robin
Automatic translation:
Public
Public
1 week ago
Dear Robin1989,
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 send me the chat transcripts of your communication with the casino regarding your account closure and the subsequent re-opening?
When was the last time you communicated with customer support regarding the refunds of your deposits?
Could you kindly confirm if you passed the full KYC verification?
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
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Hello Veronika,
Thank you for your reply.
I sent the casino an email asking them to close my account themselves. The casino then ignored my email. It was only in the chat when I asked about it that my account was closed. Unfortunately, I have no proof of this from the chat. Then I asked in the chat two days ago whether they would reopen my account. They did that too within a few seconds.
I am fully verified with the named provider.
The last time I asked the casino to refund the deposited amounts was three days ago. The casino does not respond to my messages. My account is still open.
I am enclosing a screenshot for you.
thank you very much
Robin
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
Translation
I also took screenshots on the website.
Unfortunately, it is not possible for the player to withdraw as quickly as possible or to set a limit.
Automatic translation:
Public
Public
1 week ago
Translation
The casino has now closed my account after I requested a refund several times.
They also told me that if I change my mind, I can contact support again at any time.
So I wrote to support and asked if they would reopen my account. However, they told me that my account had been permanently closed.
They also say that if I open a new account, they will not accept any liability.
So I tried my luck and lo and behold, I was able to open a new account with my own data. I just had to use a different email address.
Theoretically, I can now make deposits and play as normal. Of course, I didn't make a deposit.
There is no player protection or review of blocked accounts after self-exclusion.
What is going on there is absolutely criminal. Dear gurus, please try to get my money back.
Automatic translation:
Public
Public
1 week ago
Thank you very much, Robin1989, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Public
Public
1 week ago
Translation
Hello Michael,
I sent you an email with all the evidence.
Best regards,
Robin
Automatic translation:
Public
Public
1 week ago
Hello Robin1989,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Pokies2Go Casino,
Could you possibly provide additional information regarding the self-exclusion and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Casino Guru is examining the case
Please disable your AdBlock