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Complaint regarding a failure in the Responsible Gaming policy (duplicate self-excluded account) and discrepancies in deposits on the platform

The reason for my complaint is a critical failure in your Responsible Gaming and vulnerable player protection tools, as well as serious discrepancies in the amounts charged to my deposits.

Some time ago, I registered on this platform using the email address [email address hidden by Casino Guru]@gmail.com. Due to gambling problems, I decided to self-exclude and close the account for my own protection. In that first account, I entered all my real information: my full name, physical address, and personal phone number.

Yesterday, after a relapse, I tried to log in and, when I couldn't, the system allowed me to register a new account using a different Gmail address: [email address hidden by Casino Guru]@gmail.com. However, in the registration details, I again entered my exact same real name, physical address, and phone number. The casino system didn't apply any security filters or cross-reference the duplicate data with my previously self-excluded account, allowing me to deposit a large sum of money while being a vulnerable player.

Furthermore, I have suffered an unjustified loss of money in the deposit processes themselves due to discrepancies between the amount charged to my card and the amount credited to the casino:

First deposit: I was charged €642.50 on my payment method, but only €600 was credited to my casino balance.

Second deposit: I was charged €420, but only €400 appeared in my casino balance.

Third deposit of €35

Fourth and fifth deposit: I made two consecutive deposits of €200 each (€400 in total).

In total, the casino allowed me to deposit and lose all that money by bypassing my self-exclusion due to their Know Your Customer (KYC) verification failures during registration.

I request Casino Guru's mediation so that the casino refunds me the full amount of deposits made into this second account, as it should never have been opened in accordance with player protection regulations.

Thank you so much for your help and for the great work you do.

Reclamación por fallo en la política de Juego Responsable (cuenta duplicada autoexcluida) y discrepancias en los depósitos en la plataforma

El motivo de mi reclamación es un fallo crítico en sus herramientas de Juego Responsable y protección al jugador vulnerable, además de discrepancias graves en los importes cargados en mis depósitos.

​Hace un tiempo me registré en esta plataforma utilizando un correo electrónico [email address hidden by Casino Guru]@gmail.com. Debido a problemas con el juego, decidí autoexcluirme y cerrar la cuenta para protegerme. En esa primera cuenta introduje todos mis datos reales: nombre completo, dirección de residencia física y mi número de teléfono personal.

​El día de ayer, sufriendo una recaída, intenté acceder y, al no poder, el sistema me permitió registrar una nueva cuenta utilizando un correo electrónico de Gmail diferente [email address hidden by Casino Guru]@gmail.com. Sin embargo, en los datos de registro volví a introducir exactamente mi mismo nombre real, mi misma dirección física y mi mismo número de teléfono. El sistema del casino no aplicó ningún filtro de seguridad ni cruzó los datos duplicados con los de mi cuenta previamente autoexcluida, permitiéndome depositar una gran cantidad de dinero siendo un jugador vulnerable.

​Además, he sufrido una pérdida de dinero injustificada en los propios procesos de depósito debido a discrepancias entre lo cobrado en mi tarjeta y lo acreditado en el casino:

​Primer depósito: Se me realizó un cargo de 642,50€ en mi método de pago, pero en el saldo del casino solo se me acreditaron 600 €.

​Segundo depósito: Se me cobraron 420 €, pero en el saldo del casino solo aparecieron 400 €.

Tercer deposito de 35€

​Cuarto y quinto depósito: Realicé dos ingresos seguidos de 200 € cada uno (400 € en total).

​En total, el casino me ha permitido depositar y perder todo ese dinero saltándose mi autoexclusión por culpa de sus fallos de verificación de datos (KYC) en el registro.

​Solicito la mediación de Casino Guru para que el casino me reembolse la totalidad de los depósitos realizados en esta segunda cuenta, ya que nunca debió ser abierta de acuerdo con las normativas de protección al jugador.

​Muchas gracias por vuestra ayuda y por la gran labor que hacéis.

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Stay safe.

Hello,

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 clarify your situation.

• Could you please specify when exactly you self-excluded from this casino for the first time? Kindly forward the account closure request you sent to the casino from your first account, along with the casino’s responses, to veronika.f@casino.guru.
• Was your first account at this casino fully verified with your identity documents?
• Is your second account still open, or has it been closed by the casino in the meantime?
• Regarding the charges applied to your deposits, please note that these may be related to your payment method rather than the casino itself. Which payment method did you use for your deposits?

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