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After realizing on Thursday that the casino had removed the responsible gaming limits from the app, I contacted them because I need to impose limits, or I'll spend everything. I told them I wanted to close the account if this continued that way because a casino must have such features! They didn't close the account while they were checking what was happening, and therefore, I lost control—I don't even know how much I spent, but they do. Attached is an image from the casino's site where you can verify that the "responsible gaming" section no longer exists.

Next, I will forward the emails we exchanged and the dates! I hope you can help me!

Apos me ter apercebido na quinta feira que o casino retirou na app os limites do jogo responsável comuniquei com eles pk eu tenho k impor limites ou gasto tudo. Eu disse lhes que queria fechar a conta caso isso continuasse dessa forma pk um casino tem que ter isso! Não me fecharam a conta enquanto iam verificar o que se passa e portanto perdi a cabeça não sei bem quanto gastei mas eles sabem. Envio em anexo o site do casino onde podem verificar que já não existe o "jogo responsável"

E de seguida vou reencaminhar os mail que trocamos e as datas! Espero que me ajudam!

Dear sylviabezerradacruz,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been experiencing with the responsible gaming limits at the casino.

To help us better understand your situation and assist you more effectively, could you please clarify a few points:

• When exactly did you first notice that the responsible gaming limits were removed from the app, and did the casino provide any explanation for this?
• Have you requested for your account to be closed at any point after contacting them?
• Have you communicated to the casino that the reason for your request was related to a gambling problem?

If you have any additional relevant communication with the casino, including the emails you mentioned, please forward them to petronela.k@casino.guru. Your cooperation is crucial for us to proceed with the case and work toward a resolution. Without further details from you, we won’t be able to move forward effectively.

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

And

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It's been around 1,700 euros and no one will get back to me.

Já foram à volta de 1700 eur e nimguen me responde.

I sent an e-mail again this morning and the answer is always the same: in a few days you'll see. This is unacceptable! I've spent around 1800 euros! They don't care.

Voltei hoje de manhã a enviar mail e a resposta é sempre a mesma daqui a uns dias vao ver isso. É inadmissível isto acontecer! Há gastei à volta de 1800 eur! Nao querem saber.

Dear sylviabezerradacru

Please kindly specify the reason you want to close the account.

Please kindly mind, that not all applications support all the features of the site.

You may use the desktop version in order to get 100% of the features.

Kind regards

I don't think you understand. I didn't want to close my account, but having it open I demanded that I be able to impose limits on the game! All casinos have them and this one had them until Thursday! As soon as I can no longer set limits in the casino and I've spent a lot of money, I want to know if I'm entitled to get back what I've spent in those days. I think that's easy to understand!

Penso que não está a entender. Eu não pretendia fechar a minha conta mas tendo a conta aberta exigia que pudesse impor limites no jogo! Todos os casinos têm e este também tinha até quinta feira! A partir do momento que deixo de poder impor limites no casino e gastei imenso dinheiro quero saber se tenho direito a reaver o que gastei nestes dias. Penso que é fácil de entender!

I like it, I just have to set limits so I don't lose my mind. I don't want to close my account, but I want the casino to have a "responsible gaming" area again so I can limit my spending!!! What's so complicated to understand? I have that right

Eu gosto é tenho direto de impor limites para não perder a cabeça. Não quero fechar a conta mas quero que o casino volte a ter o espaço "jogo responsável" para poder limitar os meus gastos!! O que há de tão complicado entender. Tenho esse direito

As for the desktop version, I don't know what it is. If I play in a casino with the app itself and the responsible game has always appeared, I don't know why I would go to a version that I don't even know what it is and I've never been told about it on the casino floor.

I was always told in the chat that playing in the casino app gave me all the game settings.

Em relação à versão desktop não sei o que é. Se jogo num casino com a app mesmo e sempre apareceu o jogo responsável não sei pk haveria de ir para uma versão que nem sei o que é nem nunca me falaram nisso no chão do casino.

No chat sempre me disseram que jogando na app do casino tinha todas as definições de jogo.

Good evening, I've already spent more than 2000 euros and no one is blocking my account or telling me about the serious error of not being able to self-exclude because there is no responsible game link.

I'm simply stunned by it all

Boa noite já gastei mais de 2000 eur ninguém me bloqueia a conta nem me falam sobre o erro grave de não me conseguir auto excluir por não haver o link de jogo responsável.

Estou simplesmente estupefacta com isso tudo

I sent this email to the casino and still no reply. I'm already losing more than 2,000 thousand euros. This has never happened to me before. I have no way of blocking anything. I don't even want to be here anymore, I'd rather close my account and they give me what they owe me since October 10th.

Enviei para o casino este mail continuo sem respostas. Já estou a perder mais de 2000 mil euros. Nunca me aconteceu tal coisa. Não tenho maneira de me bloquear nada.. Já nem quero estar mais aqui prefiro fechar a conta e darem me o que me devem desde o dia 10 de Outubro.

On the home page of my complaint can you change it to 2000,000 euros please! I'll go crazy and never want to play again! I've been traumatized by this. I'm sleeping. I see from people's comments that you sponsor the ice casino and I hope this doesn't jeopardize the help I've asked for. Thank you

Na página inicial da minha reclamação pode modificar para 2000 mil euros se faz favor! Vou ficar maluca e nunca mais quero jogar! Fiquei traumatizada com isso. Me durmo. Vejo pelos comentários de pessoas que voces patrocinam o ice casino espero que isso não prejudique a ajuda que vos pedi. Obrigada

Hi sylviabezerradacruz,

Thank you for sharing your concerns with us. Based on the details provided, it appears that self-exclusion may be necessary, as it seems you are struggling to maintain control over your gambling behavior. We strongly recommend that you request the permanent closure of your account to prevent further issues.

If the casino does not offer deposit limits and requires a specific reason for account closure, it’s essential that you follow their procedure by sending an email to the correct department, clearly stating your request for account closure.

As you have not previously requested the closure of your account and still wish for it to remain open, even while acknowledging difficulties with controlling your spending, we regret to inform you that there is no basis for a refund in this case.

Additionally, we want to reassure you that we do not "sponsor" any online casino. Our goal is to help resolve disputes fairly and objectively.

Please take the necessary steps to protect yourself from further harm by applying for self-exclusion.

Thank you for your understanding.

Hi sylviabezerradacruz,

As I mentioned in my previous response, since you never formally requested the closure of your account, there is unfortunately no basis for a refund of your lost funds.

Once again, I strongly encourage you to contact the casino directly and inform them of your gambling issue to prevent further losses in the future.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here and about BetBlocker here.

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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. 

Best regards,

Petronela

Casino.Guru