The player from Germany requested a self-exclusion, but it was not implemented, leading to a loss of €11,000. The casino refused to refund the losses, resulting in a ban and legal action. The player did not disclose his gambling addiction initially but later mentioned it. His account was eventually blocked after he initiated a chargeback procedure. The complaint was rejected due to the player's lack of response to further inquiries.
Starda Casino - Player denied refund after failed self-exclusion request.
Amount: €11,000
Starda Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
About a week ago, on April 5th, 2024, I had requested the live chat to block me, which never happened and I continued to play, consequently losing €11,000 yesterday, on April 12th. I had asked for the money to be refunded because I had already stated a week earlier that I wanted a block, but I was told there would be no refunds. Consequently, I informed my bank to withdraw the money, and was banned from all Galaktikanv casinos, even though I had only directed my request to Stardas. I feel cheated out of my money and would like it back. I initiated legal action against the casino immediately yesterday, and I hope to be successful.
Automatic translation:
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6 months ago
Hello hagensascha5,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear hagensascha5,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
Good evening
I wanted to get banned because I didn't think the offers were that great and I tried playing there a week later because I wasn't banned in the hope that things would go better
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6 months ago
Dear hagensascha5,
As stated above, self-exclusion serves only for gambling addiction. Any other way of account closure may be reverted anytime by simply requesting it.
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6 months ago
Translation
I suffer from a gambling addiction, which I did not disclose. However, I was not blocked or had a ban lifted.
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5 months ago
Dear hagensascha5,
Please request the casino for self-exclusion properly mentioning gambling addiction and let us know the outcome.
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5 months ago
Translation
I am now blocked because I initiated a chargback procedure which was unfortunately unsuccessful
Automatic translation:
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5 months ago
Dear hagensascha5,
I'm glad to hear that your account is now blocked. What kind of chargeback did you request for? Was the balance still on your casino account?
