TS (Times Square) Casino - Player claims that his request for a self-exclusion has been completely ignored, until he lost all his funds.

Good evening, after depositing more than 20,000 euros in this casino I asked for the self-exclusion and they paid no attention to me and also gave me some bonus and so on and on to the point of getting to deposit more than 75,000 euros and when they saw that I didn't deposit any more money they blocked me! I was robbed of almost 80,000 euros because I was not discharged when I asked for my addiction problems and they paid no attention to me until I lost everything! in any other casino when you ask them for self-exclusion they give it to you or you do it yourself but this casino does not even have the option to exclude yourself! They are thieves and scammers! Hopefully everyone will realize and do not deposit a single euro in this casino !! 1

Dear David,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Please, could you forward to me the email in which you have requested to be self-excluded? My email address is petronela.k@casino.guru. Furthermore, to support our case, it would be highly appreciated if you could forward to me the email from the casino offering you the bonus after you have requested for your account to be closed. 

Hopefully I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

I just sent you petronela email, thanks

Dear David,

Thank you very much for your quick reply and forwarding the relevant communication. I will contact the casino now asking for their standpoint. Hopefully I will be ale to help you with this case as soon as possible. 

Dear David,

Please could you forward me the very the very first email that has been sent to the casino requesting your account to be closed? Thank you in advance.

Dear David,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.