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Hello,

In 2024, I requested the deletion of my account due to gambling addiction. On November 5th, 2024, I received confirmation that my account was closed and would never be reopened.

Since the beginning of the year, I've been constantly receiving emails with advertisements and bonus credits. Because of my addiction, I wanted to use the credits and was able to log into my account and play without any problems.

In my opinion, the guidelines were clearly violated. Therefore, I request a refund of my lost stakes since the end of April, totaling €549.

Attached are the deposit details and the email from back then.

Hallo,

im Jahr 2024 habe ich um Löschung des Kontos gebeten auf Grund von Spielsucht. Am 05.11.24 kam die Bestätigung, dass mein Konto geschlossen ist und nie wieder eröffnet wird.

seit Anfang des Jahres bekomme ich allerdings ständig mails mit Werbung und mit Bonusguthaben. Auf Grund meiner Sucht habe ich das Guthaben spielen wollen und konnte mich problemlos in mein Konto einloggen und Spielen.

In meinen Augen wurde klar gegen die Richtlinien verstoßen. Aus diesem Grund bitte ich um Erstattung meiner verlorenen Einsätze seit Ende April in Höhe von insgesamt 549€.

Angehängt die Einzahlungen und die Mail von damals.

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Dear benediktmerkel,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please forward the account closure requests you sent to the casino to my email at [email protected]?
• When exactly did you access your account again?
• Do you currently have access to your casino account?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Email forwarded. Accessed around April when there was a constant stream of ads and bonuses...

Account currently active..

Mail ist weitergeleitet. Zugegriffen ca. Im April als ständig Werbung kam und Boni.. .

Konto aktuell aktiv..

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear benediktmerkel,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina