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Hello, I have written several emails and have been asking this casino for weeks to self-exclude me. I couldn't control myself and lost a lot of money that could have been avoided if the casino adhered to its terms and conditions by blocking players within at least 24 hours after multiple requests. I have been waiting for weeks and have lost even more money. I am asking you to refund it. I have proof of my requests and my numerous deposits. I know it's an addiction, but the casino is obligated to support its players in such cases. My account is still not blocked, and I have gambled away all my money this month, even though I have been requesting for weeks to have it blocked to prevent situations like this. I hope for a decent solution.

Hallo und zwar hab ich mehrmals eine email geschrieben und dieses casino seit wochen gebeten mich selbstauszuschliessen.. ich habe es nicht unter Kontrolle gehabt und habe sehr viel Geld verloren das vermieden hätte können wenn man sich daran hält seine Spieler nach mehreren anfragen so zu sperrt wie es in den Agbs angegeben ist mindestens 24 stunden ich warte seit Wochen und verlor immer mehr geld worum ich sie bitte das zurückzuerstatten die beweise der anfragen habe ich meine vielen Einzahlungen auch.. ich weis das es eine sucht ist aber das Casino ist verpflichtet sich seine spieler auch in so einem fall zu unterstützen mein konto ist immernoch nicht gesperrt und ich hab auch diesen monat mein komplettes Geld verspielt obwohl ich seit wochen darum bitte es zu sperren das so etwas mir eben nicht passieren kann ich hoffe auf eine anständige Lösung

Dear simoneau703,

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

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Thank you Dominika,

I sent you an email with the emails and requests, but I miscalculated the amount I lost because I checked the deposit history and the amount is around 7500 and not 5500 euros

Best regards

Vielen Dank Dominika,

ich habe ihnen eine Email mit den Emails und Anfragen zukommen lassen allerdings habe ich mich um die Summe die ich verloren habe verrechnete da ich in den Einzahlungsverlauf nachgerechnet habe ist der betrag bei ca 7500 und nicht 5500 euro

Liebe Grüsse

Dear simoneau703,

I'm sorry, but we won't be able to help you in this matter. 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 a 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)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.