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I sent an email on January 31, 2022 with all the important information that I want to block the account because I play too much. This was ignored, so I gambled away more and more even though I did everything, I contacted the chat and there was no response via email

I want my money back and want my account to be blocked!!!! i need your help

Ich habe am 31.01.2022 eine email gesendet mit allen wichtigen Angaben das ich das Konto sperren möchte da ich zu viel spiele dies wurde ignoriert dadurch verspielte ich immer mehr obwohl ich alles gemacht habe mich bei dem Chat gemeldet habe und per email es kam keine Reaktion

ich will mein Geld zurück und möchte das dass Konto gesperrt wird !!!! Ich brauch eure Hilfe

Dear domenico94,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino's General T&Cs and I found this:

"31 PERSONAL LIMITS AND SELF-EXCLUSION

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money."

Would you be so kind and forward your self-exclusion request to kristina.s@casino.guru? Alternatively, you can post it here.

Also, could you please clarify how much money you managed to lose after sending this request? Do I understand correctly based on the disputed amount that it is €600?

Thank you very much in advance for your reply.

Best regards,

Kristina

I can't tell you exactly how many euros because I've withdrawn and deposited again and again, it's more than €600, but it would take a long time for me to see that my account was balanced

Wie viel Euro genau kann ich ihnen nicht sagen weil ich immer wieder ausgezahlt habe und eingezahlt habe es sind mehr wie 600€ aber es würde mir schon langen das mein Konto ausgeglichen ist

Dear domenico94

I'd like to confirm your account has been permanently blocked.

Kind regards

That was exactly the first time I tried it more often and lost all my money, although I have realized since December 31, 2021 that I can no longer make it financially and I have tried again and again to open the chat as well as by calling and there was no response

Genau das war das erste mal ich habe es öfter Probiert und mein ganzes Geld verloren obwohl ich seit dem 31.12.2021 erkannt habe das ich es finanziell nicht mehr schaffe und ich habe immer wieder probiert den Chat zu öffnen genauso per anruf und es kam keine Rückmeldung

Thank you for confirmation, domenico94. I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problems).

Unfortunately, from what I can see you only asked for simple account closure. Could you please confirm that you no longer have access to your account?

Dear domenico94,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.