Twin Casino - Player with gambling issues requests account closure.

My situation is as follows: I am a high-risk player and I have wagered approximately 4700 at the Twin Casino. I've already requested for my account to be deleted thrice but they haven't done so. I think it's clear enough that I should not be allowed to play. I have suffered from severe depression and I've attempted to take my own life. I simply want my money to be returned.

Dear Diana19M,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

 

I have already sent you the email with the screenshots to your email

Hi Diana19M,

Can you clarify who contacted the casino to request the self-exclusion? Based on the forwarded emails, it appears that the player's mother was the one corresponding with the casino. Could you provide more details on this matter?

Thank you.

Hello, good afternoon, this screenshot mentioned above was actually sent by my mother on my behalf because I felt really bad after everything that happened because I already had depression and ended up having a relapse because of what happened at Casino Twin and because of being a high-risk gambler and my mother said that in order not to worry that she would send an email since I was not in a position to do so, but I had already sent it myself and then in the following days I sent an email to Casino Twin and after talking to my mother and promising that I would ask for help and that I would never play at the Casino again, I sent emails and sent them via chat, promising that I would face the situation myself without playing again.

Here are some screenshots that I sent to them myself

I sent it again on April 22nd to delete my account, they said they had closed the account for 6 months, where I either made it clear that I wanted to delete it forever, but I really thought they had deleted it on the same day as their response, I went to my account and it would have been active if I hadn't been undergoing addiction treatment, of course my mother is also always with me to help, I had already fallen and played again and then it wouldn't just be €4,700 to lose, it would even be much more Today they don't let me delete the account and they even told me that if I wanted to delete it forever I had to fill out the form in English and send it to their email

where this is not written in their rules, meaning they withheld information and continue to lie to a person who has already made it clear that he has a serious gambling problem.

The capture of my account from today, April 28th, is still active

They didn't give me my money back and I received a call where they told me more of the same, they spoke politically correct as always, that is, when you write on their website, if you want your money back, they make it very clear that you are addicted to the game, otherwise you will probably never return to it. see the color of your money or be an addict who is an addict and don't think you're addicted you're screwed because they will claim that you wrote to their website without telling them that you were addicted or in other words if I had said that I was addicted to the game when I wrote to myself and if I had made more deposits even after saying to delete my account and making it clear why I was deleting the account then yes I could have the chance to get my money back please casino guru help me I need it to get my money back.

They say that I only asked for help on April 22nd, it's a lie that I had already asked for help and made it very clear that I was a risky gambler and today I received a call where they told me that I had to have informed them that I was a risky gambler before play how can an addict say that he is addicted before playing and that they would only give me my money back if I had made deposits after asking to delete my account but since I didn't make any more deposits because my account was at zero they can't help me return the money please help me

Their duty was to delete the account from the moment I informed them that I was a risky player because after I lost my money I didn't play anymore because the account was at zero, otherwise I wasn't going to continue playing and I was going to lose a lot more money because please help me

Hi Diana19M,

• If you notified the casino about your gambling issue before April 22, 2024, please forward that request to petronela.k@casino.guru. While I've received numerous screenshots from you, some lack the precise date.
• Can you confirm whether your account is still accessible?
• Additionally, it appears that you were provided with specific instructions on how to permanently self-exclude, not just for six months. Have you already completed the required form?

Thank you.