Triumph Casino - Player’s attempt to self-exclude from the casino has not been granted.

i closed my account due to my gambling problem which i spoke to them about back in february, last month they started again with the emails? i checked my account and yet again it was open, i deposited again like a fool. when i asked why my account had been opened she said perhaps it was a technical issue so i asked for a refund (this was in feb) they declined and then the exact same happened i know i shouldnt have deposited but when you have a gambling problem you cant help yourself. Is there anything i can do to get my money back

Dear Dawn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward screenshots showing that you have sent a request for your account closure? My email address is petronela.k@casino.guru. Did you specify for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://triumphcasino4.com/en/responsible:

„Self-exclusion

If you need to take a break from gambling, you can exclude yourself by contacting the support service.

If you are considering the option of self-exclusion, please do not forget to contact all the gambling establishments in which you have accounts and ask that your accounts also be blocked there. We also recommend you to pay attention to installing software that will allow you to block access to online gambling sites. See filtering systems at the bottom of this page.

A self-exclusion made via online chat is valid for 30 days from the blocking date"

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

Best regards,

Petronela

Thank you, Dawn, for your reply. Did you specify for how long you wish your account to be closed and clearly stated the reason why? Please forward your requests to petronela.k@casino.guru.

Yes it clearly stated why I had closed the account, please see the email i sent you as it states on there, also I said I wanted to close my account not for a period or time out but to close it you can’t get much clearer than that especially due to the reasonings why I closed it

regards

Dawn

Thank you very much, Dawn, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello dawn.

Yes, we have received the transcript. I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.