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In short, the issue is that I repeatedly requested, demonstrably via email, that my account be deleted because I gambled away a significant amount of money. I kept receiving calls and emails from them with offers, urging me to stay. According to them, my account was deleted in December. However, it reappeared in January, and I was again receiving offers via text message and phone calls. I repeatedly requested in writing that my account be deleted, as I never wanted to gamble again. Because everything was delayed, I deposited more money and lost a lot of money again. When I won a little, they delayed my withdrawals and reduced my withdrawal limit. All I wanted was for my account to be deleted. Bonus money was credited to my account without my consent, presumably to entice me and further fuel my addiction. In my last email on Friday, February 6, 2026, I again confirmed that I wanted to close my account, but they ignored my request. So I deposited more money and lost a lot more... I request that my lost money be refunded. I have screenshotted email histories and all deposits.

grob gesagt geht es darum, dass ich mehrmals auch nachweislich per Email darum gebeten habe mein Konto zu löschen, da ich sehr viel Geld verspielt habe. Ich habe immer wieder Anrufe und Email von denen erhalten mit Angeboten, mit der Bitte zu bleiben. Mein Konto wurde im Dezember laut deren Aussage gelöscht. War aber im Januar wieder auf und es wurde mir wieder Angebote per sms und Anrufe geschickt. Ich habe mehrmals schriftlich gebeten mein Konto zu löschen, da ich nie mehr spielen wollte. Da sich alles verzögert hat zahle ich ein und verlor wieder eine Menge Geld. Als ich ein wenig gewonnen habe, verzögerte man meine Auszahlungen und verringerte mein auszahllimit. Ich wollte doch nur, dass man mein Konto löscht. Mir wurde ohne Nachfrage Bonusgeld auf mein Konto gebucht um mich anzufüttern und mich weiter in die Sucht zu treiben. In meiner letzten Email am Freitag 06.02.26 bestätigte ich wieder, dass ich mein Konto schließen möchte, dem kam man aber nicht nach. Also zahlte ich wieder ein und verlor viel Geld… Ich möchte bitte, dass mein verlorenes Geld zurück gezahlt wird. Ich habe Email Verläufe und alle Einzahlungen gescreenshotet.

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Dear Nullneuner90,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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,

Attila