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I closed my account in Zencasino informing them of my problem of gambling. Without any problem they have opened it for me. I have reached € 2,500 in my account but my impulsiveness for the game I cannot stop playing and I have spent them too. I am desperate with these casinos that open the account without any scruples, please help.

Cerré mi cuenta en Zencasino informandoles de mi problema de ludopatía.Sin ningún problema me la han abierto.He llegado ha tener 2500€ en mi cuenta pero mi impulsividad por el juego no puedo dejar de jugar y los he gastado también.Estoy desesperado con estos casinos que abren la cuenta sin ningún tipo de escrúpulos.Ayuda por favor.

Dear janquel,

Thank you very much for submitting your complaint. I’m very sorry to hear about your difficult situation. Do I understand correctly, that after you requested the self-exclusion, you were able to log in to your casino account and play?

How exactly did you request the self-exclusion – via your account or by sending an email? If by sending a message, could you please forward me the email in which you requested to be self-excluded? My email address is [email protected].

Hopefully we will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This was the second time I requested the closure of my account indefinitely due to gambling. October 20 I requested the closure the first time. In Spain I cannot play because I am registered with the DGOJ. I have closed the accounts in all the casinos that I am registered outside of Spain but some casinos do not respect responsible gambling. Responsible gambling zero. This casino is a danger for people who are struggling with this disease and want to get out of it.

Esta fue la segunda vez que pedí el cierre de mi cuenta indefinidamente por ludopatía.El 20 de octubre pedí el cierre la primera vez.En España no puedo jugar por que estoy inscrito en la DGOJ.He cerrado las cuentas en todos los casinos que estoy inscrito fuera de España pero algunos casinos el juego responsable no lo respetan.Juego responsable cero.Este casino es un peligro para las personas que estamos luchando con esta enfermedad y queremos salir de ella.

Thank you very much janquel for your reply and emails. Could you, please, post here (or forward me to my email address) your cashier history where the transaction dates of all your deposits are visible?

I had made this capture of charges before they closed my account from the chat indefinitely. Now the account is blocked. I can also send the transactions from my bank to the store.

esta captura de los cargos la tenía hecha antes de que me cerraran la cuenta desde el chat ya de forma indefinidamente.Ahora ya la cuenta se encuentra bloqueada.Le puedo mandar también las transacciones desde mi banco al comercio.

janquel, if possible, please forward me all the deposit receipts from the point you requested self-exclusion.

I have already sent them to your email.

Ya se los he enviado a su correo.

Thank you very much janquel for your emails. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello janquel,

I looked at your complaint and will do my best to help you. I would like to invite ZenCasino into this conversation. Can you please specify why did you open player's account despite gambling problems?

I am not going through a very good time my mother was diagnosed with cancer and I am in a terrible mood even when I am seeing the psychologist and therapy, the game for me is like fleeing from reality every time I have a problem my mind tries to escape. I made the decision of not playing anymore and all the casinos that I was enrolled in, I wrote to close it due to my illness. I want to get out of this illness but while there are casinos where responsible gambling does not apply it as a disease. I am having trouble getting out of this addiction as a result of responsible gambling Some casino Not all of them are the same, most of them deny me the entrance, I have the emails and chat of not opening my account.

No estoy atravesando un momento muy bueno a mi madre le diagnosticaron cáncer y estoy de ánimos fatal aún estando viendo al psicólogo y terapia,el juego para mi es como huir de la realidad cada vez que tengo un problema mi mente busca evadirse.Tomé la decisión de no jugar más y todos los casinos que estaba inscrito escribí cerrarlo por mi enfermedad.Quiero salir de esta enfermedad pero mientra haya casinos que el juego responsable no lo aplique como una enfermedad.Me está costando salir de esta adicción a consecuencia del juego responsable de algún casino.No todos son iguales la mayoría me niega la entrada tengo los correos y chat de no abrirme mi cuenta.

Pathological gambling consists of a progressive alteration of behavior whereby the individual feels an uncontrollable urge to gamble (games of chance), neglecting any negative consequences. It is an addiction where no substance is consumed, although sometimes it is accompanied by other substances such as tobacco, alcohol or drugs.

The Characteristics of problem gambling are: Gambling is when a person gambling causes serious problems. Think, live and act according to the game, leaving aside any other type of objective. An addiction without substance is repetitive behavior that is pleasant, at least at first; generates a loss of control in the person, tolerance also appears, increased behavior to obtain the desired effects; it seriously interferes with their daily life, at family, social and work level, and, if the behavior is interrupted, the withdrawal syndrome appears.

La ludopatía consiste en una alteración progresiva del comportamiento por la que el individuo siente una incontrolable necesidad de jugar (juegos de azar), menospreciando cualquier consecuencia negativa. Se trata de una adicción donde no se consume ninguna sustancia, aunque a veces va acompañada de otras sustancias como tabaco, alcohol o drogas.

Las Características de la ludopatía son : La ludopatía es cuando el juego de azar que practica una persona le acarrea graves problemas. Piensa, vive y actúa en función del juego, dejando a un lado cualquier otro tipo de objetivo. Una adicción sin sustancia es la conducta repetitiva que resulta placentera, al menos al principio; genera una pérdida de control en la persona, además aparece la tolerancia, aumento de la conducta para obtener los efectos deseados; interfiere de forma grave en su vida cotidiana, a nivel familiar, social, laboral, y, si interrumpe la conducta aparece el síndrome de abstinencia.

We would like to ask the Zen Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I feel very sad to see how some casinos like this, make and break without any scruples and without anyone to control them. It is good that this type of companies get rich with the players but what I do not get is the way they do to what happens to my experience and possibly to many others.

I just hope that these organizations that supposedly control responsible gambling are a little bit tougher on the damage that these types of companies cause.

Siento mucha tristeza de ver como algunos casinos como éste,hacen y deshacen sin ningún tipo de escrúpulos y sin nadie que los controle.Esta bien que este tipo de empresas se enriquezca con los jugadores pero lo que no consivo es de la forma que lo hacen a lo que acontece a mi experiencia y posiblemente a otros tantos.

Solo espero que estos organismos que supuestamente controlan el juego responsable sean un poquito más duro con el daño que causan este tipo de empresas.

https://www.elconfidencial.com/espana/2018-10-13/juego-online-digital-ludopatia-offshore-ilegal_1628247/

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear ZenCasino team,

Could you provide some context for the situation, please?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It looks like this casino reopens and the complaint is likely to cause me to fall back into gambling again.

They keep sending me emails and text messages to my number from casinos like this one with real money offers that are scams.

Tiene toda la pinta de este casino al reabrir la queja es para que recaiga otra vez en el juego.

No paran de mandarme correos electrónicos y mensajes sms a mí número de casinos como este con ofertas con dinero real con son estafas.

Dear Player,

We would like to inform you that your account has been removed from all messaging lists, as it is currently inactive and we do not use SMS services for communication.

We are committed to resolving any concerns you may have and would appreciate the opportunity to assist you further. Kindly reach out to us via email [email protected] so we can discuss sensitive details.

Thank you for your understanding.

Best regards,

ZenCasino

Dear Janquel,

Thank you very much for getting back to us. I understand this must be a difficult situation for you, but there is a possibility of getting this case resolved.

Based on the evidence available, it appears that your account was closed due to a gambling problem, and the casino later reopened it. If this is accurate, it is certainly not acceptable, and you do deserve compensation.

Would you be able to contact the casino at the email address provided?

If that feels too difficult or triggering for you, please don’t hesitate to reach out to me directly at [email protected]. I’ll do my best to find alternative solutions and help move things forward.

I want to say that all of this is stirring up my entire, quite negative experience as a gambling addict. After six months in a rehabilitation center, I don't want to rekindle any contact with this type of casino that has caused me so much psychological and real damage.

I don't feel strong enough to contact or email these people, even though they know better than to mention the damage they cause.

Quiero decir que todo esto me está removiendo toda mi experiencia como ludópata bastante negativa.Despues de seis meses internado en un centro rehabilitándome no quiero revivir comunicación con este tipo de casinos que tanto daño psicológico y real he recibido.

No me siento con fuerzas como para ponerme en contacto ni mandar correos electrónicos a estos señores sabiendo ellos de más el daño que ocasionan.

Dear Janquel,

I want to sincerely apologize for everything that’s happening right now. I completely understand how difficult and painful this situation must be for you.

Please know that I will do my very best to handle the matter directly with the casino so you don’t have to be involved in any way. I absolutely respect your decision to keep your distance — especially considering everything you’ve been through.

Your wellbeing comes first, and I deeply appreciate your honesty and trust in sharing this with me. I’ll keep you updated as soon as I have any news.

Stay strong — you’ve come a long way, and you have every right to protect your peace.

I am extending the timer by 7 days as I am still communicating with the casino team.

Thanks Jozef and the entire Casino Guru team.

Gracias Jozef y todo el equipo Casino gurú.

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

Dear janquel,

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,

Jozef