Sushi Casino - Player with a self-reported gambling problem struggles with withdrawal.

The casino wouldn't let me withdraw from a closed account, even though I've already reported many times that I have a gambling problem. Their policy is for me to keep my account open and request a withdrawal of 700 euros every 72 hours. Despite requesting a loss limit, my proposal was ignored once again. I publicly demand 500 euros that I played back into my bank account. What they've done to me violates the rules. After another conversation in live chat, I mentioned that I would file a complaint with Casino Guru. Only then did they close my account and process my two withdrawals. I publicly ask for the help of Casino Guru. I'm waiting for two more withdrawals of 700 euros for which I applied.

Dear Aris13,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with the online casino regarding your withdrawals and account closure.

To assist you effectively, could you please provide us with some additional details? Specifically, we'd like to understand:

• When did you first report your gambling problem to the casino, and how did you communicate this?
• Did you receive any acknowledgment or response from the casino regarding your request for a loss limit?
• Could you specify the dates and amounts of the withdrawals you're awaiting?

Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

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

Best regards,

Petronela

Good evening. I want to be honest first of all. After winning an amount of 3,800 euros, I slowly started canceling my withdrawals and gambling larger amounts. Until I reached 1,000 euros and then I reached 2,600 again. That's when I realized that I have a problem and that I should at all costs withdraw the 2,600 otherwise with an open page I was afraid that I would lose everything. After agreeing on live to request withdrawals of 700 which is the daily limit and close my account for 5 days, I asked if the withdrawals would process properly since my account would be closed. Their response on the live chat was positive as long as I don't exceed the limit of 700 euros per request. All good so far. This happened on 4/21. On 4/25 I receive my first successful withdrawal of 700 euros and at the same time I see in my e-mail that the rest have been canceled and returned to my account balance. I asked the live chat directly and they told me that I have to request 700 euros every 24 hours, i.e. I can't have more than one withdrawal request per day. So they lied to me in the chat. This was a problem for me as I had to reopen my account after a request which was processed after 24 hours. There I started telling them that I have a problem and that I am afraid of losing all my earnings. They told me there is nothing they can do about it. I also asked for loss limits and they told me that they still can't. After applying and the second withdrawal of 700 euros, unfortunately I did not resist the next day and lost 500 euros. I had pleaded with them several times in the live chat that I had a problem and that I was afraid of how I would play them. After I lose the 500 on 4/26, the same day I inform them that I will file a complaint with them and that it is not possible for a customer with a problem to be left without limits if he has asked for help. After a while they informed me that my account will be closed and that my withdrawals will be processed on time. I am asking you to intercede so I can get the 500 euros I gambled back. Because the casino did not respect terms and conditions. Just please do not make any move yet because I am waiting for 2 withdrawals of 700 euros and I am afraid that the casino will act against me and I will lose them.. Thank you very much, if we can leave it for 3 days until my withdrawals are paid.

Good morning! My withdrawals were successful so I would like to proceed with the complaint against the casino. Thank you very much.

Hi Aris13,

• Would you kindly forward any relevant communication documenting your notification to the casino regarding your gambling issue to petronela.k@casino.guru?

Thank you.

Unfortunately, I don't have a screenshot, that's all.

Hi Aris13,

I genuinely apologize, but it's incredibly challenging for us to address the casino without any supporting evidence.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Did you contact the casino? I didn't ask for a bonus .. I was asking live chat limits the one immediate solution to my gambling problem so I don't gamble my withdrawals... I just don't have screenshots.

Hi Aris13,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Sushi Casino,

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 (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please attempt to request the live chat transcript directly from the casino. Please be aware that we cannot proceed with the case without supporting evidence.

Thank you.

Unfortunately you answer like the casinos and I am very afraid that you are on their side. I chose the wrong site, I should have gone to ASKGAMBLERS probably. Now after a while I can't request a complaint. Destroy everything. I'm not going to trust your site again either, it's promoted by the same casinos that steal from us and don't respect the terms. I am very afraid that you are cooperating unlike ASKGAMBLERS who have resolved a bunch of complaints. Big mistake to trust you.

Hi Aris13,

I'm sorry to hear about your frustration. We understand your concerns, but please know that our primary goal is to ensure fairness and resolve disputes transparently. Without supporting evidence, it's challenging for us to proceed with your case and confront the casino effectively.

Regarding your comparison with AskGamblers, please understand that each platform may have its own policies and procedures. However, we remain committed to assisting our users to the best of our abilities within the confines of our policies.

We regret any disappointment you've experienced.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Aris13,

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.

Since you can't help me. Why are we still talking about this.? close the complaint. You obliged me.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.