Trickz Casino - Player’s complaint unresolved, seeking refund.

Jag lämnade in ett större klagomål till trickz casino där jag även kontaktade spelinspektionen i Sverige samt i Estland angående trickz casinos enorma brister i ansvarsfullt spelande.

Jag spelade för enorma summor varje dag och hade till och med en VIP kontakt. Jag spelade ofta bort 30.000-40.000 kr på en dag, vilket enligt deras egna användarvillkor inte skall vara möjligt utan en inkomstverifiering. Casino trickz har skrivit i sina användarvillkor att alla insättningar över 2000 euro skall verifieras med inkomst underlag, jag har aldrig behövt verifiera mig. Tvärtom så har VIP kontakten på casinot fortsatt att ge mig bonusar vid enorma förluster eller hetsat till att jag ska göra fler insättningar och spela mer för att få bonus (jag har alla mail konversationer sparade).

Under sommaren kontaktade jag min VIP kontakt och bad om bonus pengar för att jag hade förlorat en stor summa pengar och jag förklarade att det nyligen hade hänt en enormt tragisk olycka i familjen, jag spelade för enorma summor varenda dag, bad om mer bonusar och ingen på casinot reagerade.

Det har varit tydligt att jag under lång tid har haft ett spelberoende hos trickz casino och de har inte en enda gång satt in säkerhetsåtgärder såsom inkomsverifiering, aldrig har heller VIP kontakten ställt frågan om mitt spelbeteende.

Trickz har skrivit flera punkter i deras användarvillkor hur de arbetar för att säkerställa sunt spelande, upprätthålla ansvarsfullt spelande samt motverka ohälsosamt spelande, men casinot har aldrig följt dessa villkor mot mig. Tvärtom så har de gett mig en VIP kontakt och uppmuntrat att jag skall spela mer.

efter att jag kontaktade casinot om mitt klagomål där jag begärde att få mina insättningar återbetalda som kompensation för detta enorma misslyckande, så vägrar de nu att besvara mina mail. Jag har väntat i 5 månader utan återkoppling.

Dear Flaxiflax,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Hej, jag har mailat dig nu

Hello, have you revieved my emails? I sent them 4 days ago, but I havent heard anything

Dear Flaxiflax, we regret to inform you that we are unable to assist with your request regarding the complaint you filed. Given that the incident you described occurred over a year ago, our policy prohibits us from investigating what are classified as "cold cases." After such a significant time has passed, gathering evidence and reconstructing a timeline becomes exceedingly challenging, if not impossible.

As for your account closure with Trickz Casino, we can assist you only if the account remains open. If it's still open, please forward any closure requests you've sent to the casino to my email at dominika.l@casino.guru.

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, 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.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear Flaxiflax,

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.