The player's requesting a refund of his deposits as he was supposed to be self excluded. The complaint was closed as the player did not provided the requested evidence.
Stoiximan Casino - The player's requesting a refund of his deposits.
Amount: €1,150
Stoiximan Casino
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8.9
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Please I really need help...I have made an account with stoiximam casino in 2018 and I had asked them to delete all my information and self-ban because of addiction..as they did...two days ago I opened a new account and I asked them if I had an old account and they said no....and I have lost all this money....and again I told them to close this account because of addiction....I have all the old information from the old one in my email account and told them why you let me open a second account as I have addiction problem....please I want my money back.anything you need guru I can send you all my details.
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2 years ago
Hello Panagiotis2728,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Stoiximan Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you used the same details to register as in your excluded account? Did you ever receive a confirmation of the self exclusion for the first account? Is your new account currently still active and what did the casino respond to your refund request?
Please forward any relevant evidence to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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2 years ago
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Hello again, thank you very much for the help you want, I have all the booking details for good luck in my email. the new account is self-blocked... the old one I made in 2018 is closed, they sent me an email and I can't reactivate it either the account nor can I ever make a new account on the page again... as far as the details. I have registered the same bank card of course all the same details. I just put a different email. identity all the same..... as far as the reference casino says I requested to delete my details...
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2 years ago
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What is this thing??? My nerves are broken...one time they tell me that the issue is being considered and the other time they tell me that the answer has been given...please look into my problem as soon as possible...
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2 years ago
Can you please forward the requested proof to the above mentioned e-mail address? The communication between you and the casino, the proof of being self excluded.
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2 years ago
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Yes, I am immediately sending you all the details and the eMail they sent me in 2018 that I have self-exclusion and I cannot create a new account and my current self-exclusion account.
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2 years ago
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I have sent you all the information to your email. also if needed and requested I can send you the username of the old account and the new account. which contain exactly the same identity information, address, bank card and everything related.
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2 years ago
Hello Panagiotis2728,
Can you also please forward your initial request sent to the casino where you mentioned gambling issues?
Based on the first e-mail you sent it is not entirely clear why was your account closed by the casino.
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2 years ago
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You mean 2018?? I don't have the email Because as far as I remember I have reported it to them via live chat to be self-banned... if you mean the second account I have that...
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2 years ago
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If you ask them for my first account and the second one they will give it to you... they don't give it to me I have sent them many emails... I hope a complaint will be made soon. it is unacceptable.
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2 years ago
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Hello again....what's up??? Will you proceed with the complaint? you are too late... thank you I await your news appreciate me.
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2 years ago
Hello Panagiotis2728 and sorry for the delay as I was out of office for a week. Please understand that without the initial request or any proof of that your account has been closed in the past, we can do basically nothing as we can't know for sure whether your account was really self excluded or not. In such cases I can only recommend to contact the licensing authorities of the casino as they should have access to that information.
Is there anything else we can assist you with? If not, we will be forced to close the complaint due lack of evidence.
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2 years ago
Dear Panagiotis2728,
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.
