TombRiches Casino - Hráčova doba na rozmyšlenou skončila příliš brzy.

Hello,

I requested a cooling-off period of two weeks at the casino. To my understanding, such a period should not be terminated prematurely. I inquired about lifting the block, and the representative said I should wait 24 hours. There was no question as to why, and there was no text like I usually see from other casinos stating that I take full responsibility, and so on. As far as I know, in other casinos, these blocks remain in place until they expire. Otherwise, such measures wouldn't make any sense. As it stands, I was able to lift the block five days earlier and play. I tried to contact the casino for clarification, but no one responded. I asked twice in the chat about the status of my request, and now I am blocked from the chat after just two inquiries!

Hallo,

Ich habe im Casino eine Cooling of Phase beantragt. Von zwei Wochen. Meiner Meinung nach dient eine Phase dazu, dass sie nicht vorzeitig beendet werden darf. Ich hatte gefragt, ob ich die Sperre aufheben kann und der Mitarbeiter sagte 24 Stunden soll ich warten es kam keine Frage warum, es gab keinen Text, wie ich ihn sonst kenne aus anderen Casinos, dass ich dafür die volle Verantwortung übernehme, und so weiter. Zumindest kenne ich das aus anderen Casinos, dass diese sperren bestehen bleiben, bis sie enden. Ansonsten machen solche Sachen ja keinen Sinn. So konnte ich die Sperre fünf Tage eher aufheben und spielen ich habe versucht das Casino zu kontaktieren aber keiner antwortet mir. Ich habe zweimal im Chat nachgefragt nach dem Sachstand, jetzt bin ich im Chat blockiert nach zweimaliger Nachfrage!

Dear Jenny1306,

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

Did you have to wait 24 hours for your cooling-off period to be lifted prematurely?

Did you activate the cool-off period in your account or did you ask customer support to activate it for you?

Did you mention a reason why you wish to activate a cool-off period?

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

Best regards

Veronika

Hello, I contacted the chat for the phase because there are no functions in the profile. I didn't have to give a reason for the blocking or for the early unblocking.

I only know that you have to give a reason for security reasons. I have screenshots of the chat. Can I send them by email because my full name is there and I don't want to post it here.

Hallo, ich habe für die Phase den Chat kontaktiert, weil es im Profil keine Funktionen gibt. Ich musste keinen Grund nennen zur Sperre und auch für die frühzeitige entsperrung nicht.

Ich kenne es nur so, dass man aus Sicherheitsgründen einen Grund angeben muss. Ich habe Screenshots vom Chat. Kann ich die per Mail senden, weil hier mein vollständiger Name steht und ich das hier nicht posten möchte.

Of course, please forward me the chat transcripts as well as any other evidence that could be relevant to the investigation at veronika.l@casino.guru. Thank you.

I sent you everything by email. ☺️

Ich habe dir alles per email gesendet. ☺️

Thank you for your email.

Unfortunately, the screenshots you provided do not show if you mentioned the reason for freezing your account. Moreover, a cool-off period is not as serious a measure as self-exclusion. I am sorry, but we can assist with refunds of lost deposits only in cases where a player requested to be self-excluded due to gambling addiction, but the casino failed to protect them, allowing continued play, which led to additional deposits and losses. A cool-off period is just a complementary responsible gambling tool that can be deactivated with a 24-hour waiting period. Since you have not been self-excluded from this casino, I am afraid we are unable to help you.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.