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Dear Chala77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to emphasize that no online casino is obliged to accept back players who have self-excluded due to gambling problems in the past. Actually, in most cases, they shouldn't. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Did you try to ask the casino to reopen your old account?
• Did you use the same personal information (full name, date of birth, home address, email address, phone number, etc.) you used to create your first account in the past?
• Could you please forward me your self-exclusion request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning, Kristina, nice to meet you.

Regarding your questions:

1) No, because at the time I requested self-exclusion I also requested that the account be deleted.

2) Yes! All my data is real, name, address, ID number, phone number, etc. I always use the real ones so the data in both accounts is the same.

3) I sent you the complete audio of my telephone conversation that I recorded that time I asked for self-exclusion.

I would like to emphasize the fact that the casino accepts the same player, with exactly the same details and lets him deposit money, play and bet without control AS LONG AS the player keeps losing... Now, the moment the player wants to make a withdrawal then suddenly it becomes a problem and the casino blocks the account with the money in it. This is regrettable and unacceptable.

Buen día, Kristina, un gusto.

Respecto a tus preguntas:

1) No, porque al momento de pedir la autoexlusión también pedí que eliminaran la cuenta.

2) Si! Todos mis datos son los reales, el nombre, dirección, número de documento, teléfono, etc... Siempre utilizo los verdaderos por lo que los datos en ambas cuentas son iguales.

3) Te envié el audio completo de mí conversación telefónica que grabé aquella vez que pedí la autoexlusión.

A mí me gustaría enfatizar el hecho que el casino acepta al mismo jugador, con exactamente los mismos datos y deja que éste deposite dinero, juegue y apueste sin control SIEMPRE Y CUANDO el jugador siga perdiendo... Ahora bien, al momento que el jugador quiere hacer un retiro entonces de repente se transforma en un problema y el casino bloquea la cuenta con el dinero adentro. Esto es lamentable e inaceptable.

By the way, something I would like to highlight is that I am not interested in them activating the account and letting me continue using it or not in the future (because I understand that for this they can ask me for a psychological certificate, which I have no problem presenting, but it will take time) what I DEMAND is that my funds be returned to me IMMEDIATELY. I deposited approximately $584 usd... At the time I started the withdrawal I had $658 usd and at the time my account was blocked I had $516 usd... I NEED to have my funds right now, so I ask that they be sent back to my payment methods with which I deposited. What they are doing is an illegal appropriation of funds and is punishable by law.

Por cierto, algo que me gustaría resaltar es que no me interesa que activen la cuenta y me deje seguir usándola o no en el futuro ( porque entiendo que para ésto pueden pedirme un certificado psicológico, el cual no tengo problemas en presentar, pero llevará tiempo ) lo que EXIJO es que se me devuelvan mis fondos INMEDIATAMENTE. Deposité aproximadamente $584 usd... Al momento de inicar el retiro tenía $658 usd y al momento de bloquearme la cuenta tenía $516 usd... NECESITO disponer de mis fondos ahora mismo, por lo que pido que se me envíen nuevamente a mis formas de pago con las que deposité. Lo que están haciendo es una apropiación ilegítima de fondos y está penado en ley.

Thank you for your reply, Chala77. Unfortunately, I am unable to open the screenshots you sent in one of your emails via Onedrive links. Could you please send them to me as regular screenshots?

Also, could you please clarify when exactly the phone call was recorded?

Dear Chala77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.