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Hello

I am a game addict and have sent them 8/2. an email where I have asked to close my account. I got a reply from them that they will contact me within 24 hours. They haven't been. As a gambling addict, I have played at their casino from August 6 to August 12. a total of 615 euros. Since I am addicted to gambling, I demand a refund from them because they don't follow the rules. I have the emails, a copy of the chat conversation and screenshots of the deposits. Omen today 12.8. asked again to close my account. The chat person closed the conversation, rika agreed to investigate the matter.

Hi Tarja

Hei

Olen peliriippuvainen ja olen lähettänyt heille 2.8. sähköpostin jossa olen pyytänyt sulkemaan tilini. Sain heiltä vastauksen, että he ovat minuun yhteydessä 24 tunnin sisällä. He eivät ole olleet. Olen peliriippuvaisena pelannut heidän kasinolla 6.8-12.8. yhteen 615 euroa.Koska olen riipouvainen pelaamisen suhteen vaadin heiltä palautusta, koska he eivär noudata sääntöjä. Minulla on sähköpostit, chat keskustelusta kopio ja kuvakaappaukset talletuksista. Omen tänään 12.8. pyytänyt toistamiseen tilini sulkemista. Chat henkilö sulki keskustelun, rikä suostunut asiaa selvittämään.

Terv. Tarja

Hello Mina2024,

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.

• What was the reason for the account closure that you mentioned in your request?
• Please forward screenshots of your account closure requests to dominika.l@casino.guru, as the chat transcripts you shared are inaccessible.

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,

Dominika

Hello

I emailed you a screenshot of the request to close my account.

I asked to close my game account because I am very addicted to games. This is evident from my electricity supply.

Best regards

Tarja

Hei

Lähetin sinulle sähköpostitse kuvakaappauksen tilini sulkemispyynnöstä.

Pelitilini pyysin sulkemaan, koska olen pahasti peliriippuvainen. Tämä ilmenee sähköpististani.

Ystävällisin terveisin

Tarja

Hello

I don't want my name to appear publicly on your site. Can you remove my last name?

Best regards, Tarja

Hei

En halua että nimeni näkyy julkisesti teidän sivuilla. Voitteko poistaa sukunimeni?

Terveisin Tarja

I don't want my name to be seen in public. It's a big security risk.

Thanks

En halua, että nimeni näkyy julkisesti. Se on iso tietoturvariski.

Kiitos

Dear Mina2024, thank you for the information provided.

Could you please forward the full email communication with the casino regarding the account closure to dominika.l@casino.guru?

Dear Mina2024, thank you for the information provided.

Has your casino account been closed? If so, when did that happen?

The account is closed on 20 August 2024. I sent you an email that was sent to me on 8/20/2024.

Tili on suljettu 20.8.2024. Lähetin sähköpostin sinulle, jonka lähettivät minulle 20.8.2024.

Thank you very much, Mina2024, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you Dominika!

Kiitos Dominika!

Dear Mina2024,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Dear Mina2024,

Fortunately, I was able to establish communication with the casino team. I should have more information soon and will get back to you as soon as possible.

Hello,

apologies for the late reply.

The player sent an email with the request of closure. As soon as the email was processed the player account was closed on his request and further info regarding gambling protection were provided. All this happened within our SLA.

The player requested a refund, where he received an email in return with all info regarding our license and refund procedure. This was our final statement.

The player received all necessary information and the case therefore closed from our end.

We wish him all the best.

Thanks,

Dear Betandplay Casino team,

Based on the evidence provided by the player, it appears they informed you about their gambling addiction and requested account closure on August 2nd. Could you please explain why it took so long to close the account? What was the reason for this delay?

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.

Dear Betandplay Casino team,

Can you please forward me the player's transaction history from the casino account for August?

My email address: jozef.k@casino.guru

Hi Jozef,

We have forwarded you the deposit history showing that the last deposit of player was on same day she requested her account to be closed.

Thanks,

Dear Betandplay Casino team,

I haven't received anything. Could you please confirm that the correct email address was used?

Dear Mina2024,

In the meantime, could you confirm when the last deposit was made? Was it on August 2nd?

Dear Mina2024,

thank you for your fast reactions. Can you please forward it to my email address?

jozef.k@casino.guru

Dear Betandplay Casino team,

Based on the deposit history, it's evident that from August 2nd, when the player initially notified you of their gambling issue and requested self-exclusion, deposits continued to be made almost daily until August 12th. I believe the player deserves some form of compensation. While I understand that a few business days might be necessary to process their request, ideally, Mina2024 should not have been able to make additional deposits after August 6th or 7th at the latest. Could you consider finding a compromise with the player? To clarify, I am not suggesting a full refund of all deposits.