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I emailed the casino with clear rg signs saying that I’m afraid of losing my balance away and with subject of account closure. When they answered back to me, my account was not limited and clear gambling problem signs were ignored. On this site you cant limit but your deposits so I couldnt make wager limitations or other, however later they were able to make but chose not to help me as I requested straight away.

I seek for refund on the lost money AFTER they had answered my email and therefore clearly misbehaved as they chose to ignore my signs of gambling addiction. Lost total of over 700e and open bets on top of that

Dear Jermutti,

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. Could you please clarify when exactly you informed (not indicated) the casino about your gambling problem for the first time? Please post here or forward the request to kristina.s@casino.guru. Alternatively, you can post it here.

Also, would you be so kind as to advise if you currently have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

I emailed them about my fear of losing my balance away and account closure email 23.12 2:03 am (finnish time).

Thank you for your reply, Jermutti. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi, I still have access to my account, although now I'm blocked from playing there

Hei, minulla on edelleen pääsy tililleni, joskin nyt pelaamiseni siellä on estetty

I have replied "I emailed them about my fear of losing my balance away and account closure email 23.12 2:03 am (finnish time)." This was the first time I asked account to be closed and indicated about my gambling problem with fesrs of losing my balance as I asked them to limit my account (cant do it on their site to put wager limits etc) they didnt put these on.

Thank you for your reply, Jermutti. Since when you have been blocked from playing, please? Could you please advise if you made any deposits after December 23?

I haven't made any deposits since then. It wasn't until later that day that my gaming (recycling) was restricted, and not when they claimed they had restricted it. I have the betting times and amounts saved and have been able to bet even after they claim to have restricted the account. "However, after reviewing your account in detail the moment we've replied to you, we've suspended your account as well immediately." This was their response, and it is not true. They limited it way after they answered to me

En ole tehnyt talletuksia tämän jälkeen. Minun pelaamiseni (kierrättäminen) rajoitettiin vasta myöhemmin samana päivänä, eikä samantien kun he väittivät sitä rajoittaneensa. Minulla on tallella panostusajat ja määrät, ja olen pystynyt panostamaan myös sen jälkeen kun he väittävät rajoittaneensa tiliä. "However, after reviewing your account in detail the moment we've replied to you, we've suspended your account as well immediately." This was their response, and it is not true. They limited it way after they answered to me

Ok, so just to make sure I understand correctly - you have access to your account, but you are not able to play. Is that correct?

Could you please advise if there are any funds left in your account? If yes, are you able to withdraw them?

above, I can t to my account and there is 0.54e . I cannot withdraw this amount. I can't play for money ANYMORE

yllä, pääsen tililleni ja siellä on 0,54e. Tätä summaa en saa kotiutettua. En pysty pelaamaan rahalla ENÄÄ

I have access to the account but cant wager

The mistake they did was that they didnt put the wagering limits straight away when I showed gambling problem signs in my emails. They pitted the limits way after. By then I had lost 700e more money (plus open bets)

Thank you very much, Jermutti, for your cooperation. 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.  

Hi Jermutti,

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Jermutti,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru