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Hello, as had already happened with another Casino and then the case was resolved, I am writing to you regarding another Casino with which I had self-excluded and I also have a confirmation email that I am attaching here in which the Casino had confirmed the closure of my account, dated January 16, 2025. Even in these days I continue to receive bonuses and offers with their hope that I will make deposits, and in fact from the date of closure, they then reopened my account without my consent and this led to losses in the game of around € 400. I cannot quantify the exact amount since it is impossible to see the history of deposits on the game, I made a request via email. If they send it to me I could rectify the amount, but more or less I calculated around € 400 in this period of time after the reopening.

My request is a refund of €400 and immediate closure of the account without the possibility of future reopening.

Thanks if you can help me.

These sites do not respect the player's self-exclusion choices and always lead to continuous losses. I hope you can help me recover something, or at least these reports help other players in the future, to stay away from these casinos.

Salve , come era già successo con un altro Casinò e poi il caso è stato risolto, vi scrivo in merito a un altro Casinò con il quale avevo fatto autoesclusione e ho pure mail di conferma che allego qui in cui il Casinò aveva confermato la chiusura del mio account, in data 16 Gennaio 2025. Ancora in questi giorni continuano ad arrivarmi bonus e offerte con la speranza loro che io faccia depositi, e in effetti dalla data di chiusura , poi hanno riaperto il mio account senza alcun mio consenso e ciò ha portato a perdite nel gioco di circa 400€. Non riesco a quantificare l' esatto importo poiché è impossibile vedere la cronologia dei depositi sul gioco, ho fatto richiesta via mail. Qualora me la inviano potrei rettificare l' importo, ma più o meno ho calcolato circa 400€ in questo lasso di tempo dopo la riapertura.

La mia richiesta è il rimborso di €400 e chiusura immediata dell' account senza possibilità di riaperture future.

Grazie se potete aiutarmi.

Questi siti non rispettano le scelte di autoesclusione del giocatore e portano sempre a continue perdite. Spero che potete aiutarmi a recuperare qualcosa, o comunque almeno queste segnalazioni aiutano altri giocatori in futuro, di stare alla larga da questi casinò.

Dear JOEJANET90,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better clarify your situation:

• Could you please specify if you mentioned any other reason for closing your account besides stating it was a "scam site"?
• When exactly was your account reopened?
• Have you informed the casino about your gambling addiction and requested to be self-excluded?

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, they have not sent any reopening notice, I had realized it after they send me Bonuses to make me deposit, for example three days ago they contacted me again. I attach a screen here. Furthermore, whatever the reason was at the time, they have no right

I can't attach the files. However I think they reopened it almost immediately after closing. Exactly on February 1st, I have an email telling me I received a bonus of €2 without deposit from them.

Salve, non hanno mandato nessun avviso di riapertura, me ne ero accordo dopo che mi mandano dei Bonus per farmi depositare, ad esempio tre giorni fa mi hanno ancora ricontattato. Allego screen qui . Inoltre qualunque motivazione sia stata all' epoca non hanno diritt

Non riesco ad allegare i file. comunque credo che l' abbiano riaperto quasi subito dopo la chiusura. Esattamente il giorno 1 Febbraio, che ho una mail che mi dice di aver ricevuto un bonus di 2€ senza deposito da parte loro.

Could you please forward me an email where you explicitly stated that you wanted to close your account due to gambling problems or gambling addiction?

Please note that we are able to assist with refund requests only in cases where players clearly indicate they are struggling with gambling addiction, and the casino fails to take appropriate action to protect them. So far, the only evidence I’ve received is a screenshot where you mentioned "scam site" as the reason for your account closure request.

Kindly forward any relevant communication to veronika.f@casino.guru. Thank you very much for your cooperation.

Hello, unfortunately I can't find this email, maybe it was a discussion with the operator and chat. In any case I have the email that confirms that the account was closed by them and then subsequent emails that show that they reopened it, because they sent Bonuses. However even now the account has not been closed and I have not even received the Deposit History Request, if you can invite the casino to provide any clarifications on the matter, since it still shows that it is not reliable, then if the refund occurs, fine, if not nothing but at least other players will stay away from this casino

Salve, purtroppo non riesco a trovare questa mail, forse era una discussione con operatore e chat. In ogni caso ho la mail che conferma che l' account è stato chiuso da loro e poi mail successive che dimostrano che loro l' hanno riaperto , poiché hanno inviato Bonus. Tuttavia pure ora ancora l' account non è stato chiuso e non ho ricevuto nemmeno la Richiesta di cronologia deposito, se potete invitare il casino a fornire eventuali chiarimenti in merito, poiché ancora dimostra di non essere affidabile, poi se avviene il rimborso bene, se no niente ma almeno altri giocatori staranno alla larga da questo casino

Unfortunately, without any evidence that you mentioned gambling addiction as the reason for closing your account, we are unable to help you with the refund of your lost deposits.

The best we can do is assist you with the proper self-exclusion request.

When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

Please fill out this template, send it to the casino, and add my email address veronika.f@casino.guru to the CC. Thank you for your cooperation.

Perfect, I forwarded the message, let's see if they reply to me

Perfetto ho inoltrato il messaggio, vediamo se mi rispondono

The account has been closed now, but I think they will reopen it like last time, thanks for your help

L' account adesso è stato chiuso, ma secondo me poi lo riapriraranno come l' ultima volta, grazie del vostro aiuto

Dear JOEJANET90,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru