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I initially requested an account closure on 24 May via live chat, to which I was told that I had to request this via email in accordance with the terms and conditions ("Please note that according to our terms and conditions, requests for account closure must be sent by email to must be submitted.") I complied with this request on May 24th with a corresponding email requesting that the account be closed, with reference to the chat history, which was attached. These requests were answered and confirmed, but the operator did not close the account, nor did he comply with the request.

In an unplanned and unstable situation/relapse, it occurred due to a gambling addiction-driven relapse, although the operator was explicitly asked for help and to close the account.

I immediately requested the operator to refund all deposits I made following the request for a resolution, as these are illegal and immoral.

(My claim is based on the following facts:

Use after closure request

I requested that you close my account on May 24, 2025. Despite this explicit request to close the account and the associated prohibition of further use, you allowed me to continue making deposits and using the account after that date. These deposits were made without legal basis, as the contract could no longer be considered valid after my closure request.

The total amount of deposits I have made, which I hereby request a refund, amounts to €480. I am attaching a detailed list of transactions to this email.

I expect the full repayment of the stated amount to the following bank account: xxx "

This email was written on June 1st. To date, the operator has not offered or carried out any further activities or assistance.

Ich habe eine Kontoschließung am 24.05. zunächst im live Chat beantragt, worauf mir geantwortet wurde, dass ich dies gemäß AGB per Email anfragen müsse ("Bitte beachten Sie, dass gemäß unseren Allgemeinen Geschäftsbedingungen e.m...m..in Antrag auf Kontoschließung per E-Mail an [email protected] gestellt werden muss.") Dieser Aufforderung kam ich am 24.05 mit einer entsprechenden E-Mail nach mit der Bitte das Konto zu schließen mit Verweis auf den Chatverlauf, welcher angehängt wurde. Diese Anfragen wurden auch beantwortet und bestätigt, jedoch kam es seitens des Betreibers nicht zur Schließung und dieser kam auch nicht der Anfrage nach.

In einer ungeplanten und instabilen Situation / Rückfall, kam es durch einen Spielsuchtgesteuerten Rückfall, obwohl der Betreiber ausdrücklich um Hilfe und Schließungen des Kontos gebeten wurde.

Auf dir unzulässigen einzahlungen sind forderte ich den Betreiber unverzüglich dazu auf, eine Rückzahlung sämtlicher von mir getätigter Einzahlungen nach der entschließungsanfrage zurück zu überweisen da diese unrechtmäßig und sittenwidrig sind.

(Meine Forderung begründet sich auf folgenden Tatsachen:

Nutzung nach Schließungsanfrage

Ich habe am 24.05.2025 die Schließung meines Kontos bei Ihnen beantragt. Trotz dieser ausdrücklichen Aufforderung zur Kontoschließung und der damit verbundenen Unzulässigkeit weiterer Nutzung, haben Sie es mir ermöglicht, nach diesem Datum weiterhin Einzahlungen zu tätigen und das Konto zu nutzen. Diese Einzahlungen erfolgten ohne rechtliche Grundlage, da der Vertrag nach meinem Schließungsantrag nicht mehr als gültig angesehen werden konnte.

Die Gesamthöhe der von mir geleisteten Einzahlungen, die ich hiermit zurückfordere, beläuft sich auf 480 €. Eine detaillierte Auflistung der Transaktionen füge ich dieser E-Mail bei.

Ich erwarte die vollständige Rückzahlung des genannten Betrags auf folgendes Bankkonto: xxx "

Diese E-Mail wurde am 1.6 verfasst bis dato hat der Betreiber keine weiteren Aktivitäten oder Hilfestellungen angeboten bzw durchgeführt.

Dear Duke259,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please 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,

Katarina

Hello Katharina,

Thank you for your reply. The reason for the closure was loss of control, gambling addiction, and loss of money and time.

I'll forward the conversation.

Thank you in advance and best regards

Hallo Katharina,

Vielen Dank für die Antwort. Der Grund für die Schließung war der Kontrollverlust, Spielsucht, Verlust von Geld und Zeit.

Ich leite die Konversation weiter.

Danke vorab und viele Grüße

Dear Duke259,

thank you for your message and email.

Having reviewed our correspondence, I note that your communications with the casino did not explicitly mention a gambling problem. Consequently, the casino may not have fully recognized the urgency of your request.

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings GreatWin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Hello, thanks for the feedback. Do you still think I have a chance of getting my money back? I'll write an email and copy it as suggested.

Hallo danke für die Rückmeldung, denken Sie dennoch, dass ich chancen habe mein Geld zurück zu erhalten? Ich schreibe eine Mail und nehme sie wie vorgeschlagen in Kopie.

Dear Duke259,

thank you for your message and your self exclusion email.

I regret to inform you that the funds deposited before your self-exclusion email of June 16th may not be recoverable. As the casino had not received a gambling addiction-related account closure request prior to that date, the casino, operating as a revenue-focused business, was entitled to retain your patronage.

To clarify the current situation, has your account been closed at this time?

Furthermore, have any deposits been made since June 16th?

Looking forward to your reply,

Katarina

Dear Duke259,

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,
Katarina
Casino.Guru