Red Star Casino - Player’s attempt to self-exclude herself has been overlooked.

We have submitted an account complaint to the casino due to self exclusion and legal jurisdiction of the player. Red star has failed to respond to the letter since Dec 16 and continuously ignored and blocked online support

Dear Russel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the self-exclusion. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked terms and conditions on the website, and this is what I found https://www.redstarcasino.eu/support/gambling:

„Players can set a self-exclusion on their accounts for a period from 1 day up to 6 months, or indefinite. During the self-exclusion periods player won't be able to use their account, and only after the self-exclusion has expired they can access casino game again. Self-exclusion option is available on casino limits page."

https://www.redstarcasino.eu/terms

"If you fear you may be showing signs of problem gambling and want to take measures to ensure the issue does not escalate, then you can opt to self-exclude yourself from our services for a specific time during which you won't be able to participate in games.

You can self-exclude yourself for the period of: 24 hours, 7 days, a month, 6 months.

If you would like to close your account on permanent basis please contact our support team at support@redstarpoker.com"

Is this the email address that you have sent your email to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Russel,

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.

Thank you very much, Russel, for providing all the necessary information. I understand now that the account has been closed but your refunds were not processed yet.

I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Russel!

From now on, I will be looking at your complaint. I would like to invite Red Star Casino to the conversation.

We would like to ask Red Star 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.