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December 2022 I self excluded myself because of gambling problem. Now I played again and deposited total of 2750€. Then I won 8000€ and try to withdraw, they close my account. 6th of October 2023 they tell me they are willing to pay back the deposits I made and I provided the needed information for payment the same day. Now a full month later I still havent got my money.

Dear juujuu,

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

• Do I have it right that the withdrawal is still pending within your account and hasn't been processed yet?
• Have you received any information about the cause of the delay?
• Could you clarify whether your winnings were accumulated in your reactivated old account or if you opened a completely new account?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, 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

The withdraw is not pending, its cancelled and they told I wont get it, only the payback of deposits.

I have asked multiple times about why it takes so long. Every time i get the same answer. "We once again apologize for the delay that has happened. We have informed our relevant team regarding this and asked them to look into it with priority. You will receive an email once we get an update from them."

This is my only account. At the time of self excluding I didnt have an account yet. I excluded myself from making one.

I just got paid 2750€. So still missing 5250€. Im eligible to get my winnings, right?

• Can you confirm whether you submitted your self-exclusion request using the same email address that was later used to register an account?
• Did you explicitly cite a gambling problem as the sole reason for the self-exclusion?
• Was your request acknowledged at that time?

Please forward any relevant communication to petronela.k@casino.guru at your earliest convenience.

Looking forward to hearing from you.

Player's additional comments:

Yes, the self exclusion was sent from the same email.

Now that I look back at it, it isnt spesifically stated in the messge that I have a gambling problem (It was from pelikielto.fi ). But they for sure understood that I have one because:

1. They replid to the message with gambling help and support numbers, websites etc.

2. When they blocked my account when I won they said I broke this rule:

 Our internal team found you in breach of the T&Cs given below so, your account has been closed permanently and the winnings funds have been confiscated.

2.3. Gambling problems. You may not participate in the Games if you are a problem gambler, have self-excluded or closed yourself from any of our other brands (caused by gambling problems), and/or if you are included (whether voluntarily or involuntarily) in any register or database of players with gambling issues.

Which clearly states I had excluded because of a gambling problem.

Thank you, juujuu, for your response and for forwarding the message. It's important to recognize that if you requested the casino to prevent you from opening an account and they acknowledged your request, their actions were appropriate. I fully agree that ideally, the casino should have prevented you from registering in the first place. However, once they identified your self-exclusion request and suspected a gambling issue as the reason, it was justified for the casino not to pay out winnings to a player facing gambling addiction.

I want to emphasize once again that the ideal scenario would have been to prevent you from opening an account altogether. However, since you didn't have an account at the time of the self-exclusion request, linking your email to an account was apparently technically challenging and took some time to identify.

If you've already received your deposited funds, unfortunately, there may not be much more we can assist you with.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear juujuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Their terms say i cant play if i have self excluded because of gambling problems. But i never mentioned a gambling problem to them. So i have not broken a rule.

In your earlier response, you acknowledged that even though you didn't explicitly mention a gambling problem, the casino had a legitimate basis to suspect that you might be experiencing gambling issues at the time of your self-exclusion request. Is my understanding accurate?

Please inform me if there is any additional information that I might have overlooked. However, I regret to say that, without further details, I may be compelled to reject your complaint as unjustified. I appreciate your understanding, and thank you in advance for your response.

Dear juujuu,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes they only suspected, is that enough?

I firmly believe that in cases of strong suspicion, casinos should follow the example set by Simple Casino—promptly closing an account when there are concerns about a player potentially facing gambling issues.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.