I understand your point of view. The casino licensed in Bulgaria ought to follow the rules set up by the regulator.
If you believe the casino should have acted differently I would recommend you contact the casino's regulator (general info contact: infocenter@nra.bg
gambling branch information) and file a complaint.
You can take advantage of our guide on the topic found here: https://casino.guru/submitting-complaints-to-regulators
From our point of view, the casino has an obligation to protect you from further gambling if you inform them about a gambling problem when requesting a self-exclusion.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Sesame casino support,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx (gambling problems)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@sesame.bg (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. If the casino needs a written note, it'll be safe to include it. Thank you in advance.
I understand your point of view. The casino licensed in Bulgaria ought to follow the rules set up by the regulator.
If you believe the casino should have acted differently I would recommend you contact the casino's regulator (general info contact: infocenter@nra.bg
gambling branch information) and file a complaint.
You can take advantage of our guide on the topic found here: https://casino.guru/submitting-complaints-to-regulators
From our point of view, the casino has an obligation to protect you from further gambling if you inform them about a gambling problem when requesting a self-exclusion.
When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Sesame casino support,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).
The reason for my decision is xxx (gambling problems)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@sesame.bg (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. If the casino needs a written note, it'll be safe to include it. Thank you in advance.
Edited by a Casino Guru admin