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Dear Gurus,

I initially requested to be self-excluded from the platform on the 12th of July, 2025. I told the customer support representatives that I suffer from a crippling gambling addiction and need to be excluded immediately.

They told me I need to go on a 24 hour cool down that will reset if I play or deposit. I initiated their cooldown but told them I need to be self-excluded or I will play all of my money.

They refused to self-exclude me, and I ended up playing upwards of 200 euros after the 12th of July due to their ignorance.

They finally self-excluded me a few weeks later when I threatened to end my life.

They do not answer emails and refuse to provide me chat transcripts. I, however, have proof I tried to self-exclude via their methods as well on 12th of July. Simultaneously I explicitly told the customer support that I am an addict and will play all of my money if I am not banned immediately and they refused to listen.

This goes against their license regulations and needs to be stopped.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly was your account closed?
• When did you make the last deposit, and how much was it?
• Could you please forward me the self-exclusion request you sent to the casino? My email address is [email protected].

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

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear yoyeli,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru