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Good night,

First of all, I would like to say that I suffer from a disease called gambling.

Last December 2020 I sent an email to the casino to permanently exclude me. They confirmed that my account was closed but they kept sending me:

• mails
• sms
• calls
• bonds

I resisted until June, and after a lot of publicity, I see that my account is open and I fall into the damn temptation.

After numerous deposits on July 7, I send an email saying that I want them to respect my will to SELF-EXCLUSION and to be responsible since I will have to go back to therapy.

I do not receive an answer, but I do receive publicity so that I continue to fall again and again in my illness. Until reaching the amount of 2,800 euros of which I have been able to recover 750

When I saw that they did not answer the mail of the 7th, I contacted the chat 2 days later and they told me that they could not do anything that I had to wait for my vip department to answer "maybe next week" but while I was still hooked Instead of meeting my request, the department kept sending offers so that I would continue to get sick.

I want them to close my account forever (since it is the only casino that keeps it open) and to get my lost money back after requesting the SELF-EXCLUSION.

I would like this to reach the regulatory agent so that this does not happen to more sick people like me

THANK YOU

Buenas noches,

Antes de nada quisiera decir que padezco una enfermedad llamada ludopatia.

El pasado mes de diciembre del 2020 envíe un correo al casino para que me autoexcluyeran de manera definitiva. Me confirmaron que mi cuenta estaba cerrada pero me seguían enviando:

• mails
• sms
• llamadas
• bonos

resisti hasta que en el mes de junio, y tras un montón de publicidad, veo que mi cuenta está abierta y caigo en la maldita tentación.

tras numerosos depósitos el día 7 de julio envío mail diciendo que quiero que respeten mi voluntad de AUTOEXCLUSION y que se hagan responsables ya que tendré que volver a terapia.

no Recibo contestación, pero si publicidad para que siga cayendo una y otra vez en mi enfermedad. Hasta llegar a la cantidad de 2800 euros de los que he podido recuperar 750

al ver que no me contestaban al correo del día 7, contacté con el chat 2 días después y me dijeron que no podían hacer nada que tenía que esperar a que mi departamento vip le contestará "quizás la semana que viene" pero mientras yo seguía enganchada y el departamento vio en lugar de atender mi petición seguía enviando ofertas para que yo siguiera enfermando.

quiero que cierren mi cuenta para siempre (ya que es el único casino que la mantiene abierta) y que me devuelvan el dinero perdido tras solicitar la AUTOEXCLUSION.

me gustaría que esto llegara al agente regulador para que esto no le pase a más personas enfermas como yo

GRACIAS

Dear Lumedia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found https://eu.casinomidas.com/terms-conditions/:

„Should you wish to close your account, please email us at support@casinomidas.com and a Customer Support agent will ensure that your request is dealt with.

When requesting your account to be closed, you should receive email confirmation no more than 48 hours from the time you sent us your request. If you haven't received written confirmation within this time limit, please contact our Support team via chat or phone to ensure your account is successfully closed."

Is this support@casinomidas.com the email address you have sent your emails to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good Morning,

I am sending you the emails chronologically.

• 7/7/21: claim and immediate permanent self-exclusion.
• 7/11/21: chat conversation where they tell me that they can't do anything and that it is possible that the vip department will attend you for maybe a week. I did not receive confirmation, nor when I contacted support as the conversation shows they did nothing

„If you want to close your account, please email us at support@casinomidas.com and a customer service agent will make sure your request is honored.

When you request the closure of your account, you should receive a confirmation by email within 48 hours from the moment you sent us your request. If you have not received a written confirmation within this time limit, please contact our support team by chat or phone to ensure that your account has been properly closed. "

• 7/12/21 they send me advertising mail to keep playing
• 7/13/21 as I ignore the mail they send me a reminder sms to read it.
• 7/14/21 as I have a pending withdrawal I continue to resist not playing until they contact me but to tell me that they cannot process the withdrawal by card and that they will do it by transfer, at which time I fall again. They still do not answer the self-exclusion
• 7/14/21 a few minutes later and seeing that they do not answer my repeated request for AUTOEXCLUSION, I send an email again. I fall again and spend more than 1500 euros
• 7/15/21 still unanswered and to avoid compulsive gambling I send mail again, this time with a copy to 'queja@curacao-egaming.com'
• 7/15/21 as they did not answer this email, I contact the chat again and they close my account, they acknowledge that they did not do it before and they are not responsible. It tells me to send mail again but they have not replied to any of the above

I have sent each of the documents in order to petronela.k@casino.guru

Buenos días,

Les estoy mandando los mails cronológicamente.

• 7/7/21: reclamación y autoexclusión permanente inmediata.
• 11/7/21: conversación chat donde me dicen que ellos no pueden hacer nada y que es posible que el departamento vip lo atienda quizás una semana. Ni recibí confirmación, ni al comunicarme con soporte tal y como muestra la conversación hicieron nada

„Si desea cerrar su cuenta, envíenos un correo electrónico a support@casinomidas.com y un agente de atención al cliente se asegurará de que su solicitud sea atendida.

Cuando solicite el cierre de su cuenta, debe recibir una confirmación por correo electrónico en un plazo máximo de 48 horas desde el momento en que nos envió su solicitud. Si no ha recibido una confirmación por escrito dentro de este límite de tiempo, comuníquese con nuestro equipo de soporte por chat o por teléfono para asegurarse de que su cuenta se haya cerrado correctamente ".

• 12/7/21 me envían mail publicitario para que siga jugando
• 13/7/21 como ignoro el mail me mandan sms recordatorio para que lo lea.
• 14/7/21 como tengo un retiro pendiente sigo resistiendo a no jugar hasta que me contactan pero para decirme que no pueden procesar el retiro por tarjeta y que lo harán por transferencia, Momento en el que vuelvo a caer. Siguen sin contestar a la autoexclusión
• 14/7/21 unos minutos después y viendo que no me contestan a mi solicitud reiterada de AUTOEXCLUSION vuelvo a enviar mail. vuelvo a caer y gasto más de 1500 euros
• 15/7/21 siguen sin contestar y para evita seguir jugando compulsivamente vuelvo a enviar mail, esta vez con copia a 'queja@curacao-egaming.com'
• 15/7/21 como tampoco contestan a este mail vuelvo a contactar con el chat y cierran mi cuenta, reconocen que no lo hicieron antes y no se hacen responsable. Me dice que vuelva a enviar mail pero no han contestado a ninguno de los anteriores

He mandado cada uno de los documentos por orden a petronela.k@casino.guru

Thank you very much, Lumedia, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lumedia.

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

Good Morning,

Yesterday I received advertising SMS again. And today I received an email from the casino saying that my account had been closed on the spot, which is not true and that I was not going to receive publicity. I have answered the email since it is uncertain, since if they had answered my pleas to close the account I had not deposited everything I deposited.

Do you want me to send you the text and mail I received today?

Buenos días,

En el día de ayer volvi a recibir SMS publicitario. Y hoy recibí un mail del casino diciendo que mi cuenta se había cerrado en el acto cosa que no es cierto y que no iba a recibir publicidad. He contestado al mail dado que es incierto, dado que si hubieran atendido mis suplicas de cerrar la cuenta yo no había depositado todo lo que deposité.

Quieren que le envie el sms y mail que recibí hoy?

Good Morning,

The casino has contacted me apologizing and saying that they will refund the deposits I made in the period in which I had to be self-excluded.

They have agreed to reintegrate me 2000 today and 800 next Monday.

I will write again the moment the payments are received in my account.

Buenos días,

El casino ha contactado conmigo disculpándose y diciendo que me van a devolver los depósitos que hice en el periodo en el que tenía que estar autoexcluida.

Han quedado en reintegrarme 2000 hoy y 800 el lunes que viene.

Escribiré de nuevo en el momento en que los pagos sean recibidos en mi cuenta.

Hello Lumedia.

Thank you for the update. I am extending the timer by 7 days. Please, inform us when you receive the amount.

Buenas tardes,

As I progressed last week the casino has accepted its error and has proceeded to correct it. What you have been told is that there has been a change in management and that they are currently taking this very seriously.

Thank you

Buenas tardes,

Tal y como avance la semana pasada el casino ha asumido su error y ha procedido a corregirlo. Lo que le han dicho es que ha habido un cambio de gerencia y que actualmente se toman esto muy enserio.

gracias

Dear Lumedia.

Is there anything else we can help you with?

No thank you very much

No. Muchas gracias

Dear Lumedia,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef