Sushi Casino - Player requests refund and permanent self-exclusion.

Hello, I did send the following message to a partnered casino of Sushicasino (Zipcasino):

Please ban me forever without chance of reopening in every casino your Brand/Licence owns.

I dont take any responsibility to further loses.

Reason gambling addiction

Best regards

 "

The partnered Casino didnt follow up my request regarding that matter. And I was able to deposit several times.

As a result, I kindly request the following actions:

A full refund of all deposits made to my account

A complete and permanent ban from all of your brands, with no possibility of reopening my account(s) under any circumstances.

I want to emphasize that my request for a permanent ban was made due to my recognized gambling addiction, and it is imperative for my well-being that I am unable to access any gambling services provided by your company.

Please process the refund of my deposits and confirm the permanent closure of my account(s) at your earliest convenience. I expect this matter to be resolved promptly and without further delay.

Thank you for your understanding and cooperation in this sensitive matter.

I hope you can help me.

Dear Gambler33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sushi Casino.

Please note according to our article on Gaming Curacao license:

There is currently no way to self-exclude from all Gaming Curacao licensed casinos at once. You must self-exclude at each casino individually, and instructions for how to request an exclusion should be obtained by checking the casino website or contacting the operator directly.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a permanent self-exclusion in Sushi Casino directly?
• Do I understand correctly your account in this casino is currently open to you?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I requested a closure on the whole Group (SoftGenius N.V.)

I found cases on Casinoguru where the same happened and the Casino did refund. I hope you can help me in my case.

I requested the closure in the partnered Casino Zipcasino. My account is closed at the moment.

Best regards

Dear Gambler33,

When it comes to a casino licensed in Curacao, we believe your player protection extends to a particular casino where you requested a self-exclusion due to gambling problems, or in some cases, a self-exclusion was extended to this particular casino explicitly. A whole group of casinos might not necessarily block you from creating new accounts under its brands, and we cannot intervene unless this was explicitly communicated( promised) to you.

Please let me know if you were promised to be blocked from this particular casino in writing, otherwise we don't believe you are eligible for a refund.

Send the information to my email at tomas@casino.guru, or post the information here as a screenshot.

Guten Tag,

Meine Nachricht wurde einfach ignoriert keine Reaktion von Zipcasino damals.

Ich habe einige Fälle auf Casinoguru gefunden in denen das Casino in solchen Situationen eine Rückerstattung durchgeführt hat.

Es wäre sehr gut, wenn dem Casino die Möglichkeit gegeben wird sich hierzu zu äußern.

Freundliche Grüße

I am sorry but I can't assist you if you are unable to supply the necessary information.

Please send me the necessary information, otherwise, your complaint will be closed. Send it to my email at tomas@casino.guru

Dear Gambler33,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.