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Subject: Request for Assistance Following the Immediate Closure of My Account

Hello Gurucasino team,

I am writing to request your help regarding a particularly distressing situation. As soon as the casino learned that I was suffering from a gambling addiction, related to the side effects of the medication Abilify which triggers irresistible impulses in me, my account was closed without delay.

This decision, taken at a time when I was seeking help for my addiction, has resulted in catastrophic financial consequences, with total losses amounting to 58,000 euros. I am deeply affected by this situation and find myself unable to manage its repercussions on my own.

Given Gurucasino’s reputation for supporting individuals in distress, I am seeking your support and advice to explore possible recourse in this matter. I remain at your disposal to provide any information and documents necessary for the review of my case.

Thank you in advance for your attention to my request. I look forward to your prompt response.

Sincerely,

c. adrien

Dear adrclt,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, could you please provide more details on the following:

1. When exactly did you inform the casino about your addiction and request the closure of your account? Additionally, when was your account actually closed? Please forward the emails with your account closure request, along with the casino’s responses, to veronika.f@casino.guru.
2. Could you clarify how you were able to lose €58,000 after your account was closed, right after you requested self-exclusion? Did you make any deposits after your self-exclusion request?
3. Have you completed the full KYC verification?

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

Subject: Additional Information Available

Hello,

I am available to provide all necessary evidence, including my account statements and all correspondence with Malina Casino. Please let me know which documents you would like me to send.

Looking forward to your response.

Best regards,adrien

Thank you for your support and assistance. I look forward to your response.

Best regards, Adrien

Subject: Response to Your Request for Clarification

Hello Veronika,

Thank you for your message and for your attention to this matter. I would like to clarify a few points in response to your questions:

1. I did not lose €58,000 after my account was closed. I played that amount due to my addiction, which is linked to my medication. The loss occurred before my account was closed.

2. I reported my addiction to the casino last Friday, and immediately after, my account was permanently closed without giving me access to my gaming IDs.

Thank you for taking this information into account. Please let me know if you need any further details or additional documents.

Best regards,

adrien

I have a certificate from my psychiatrist regarding this addiction, and I have also reported this side effect to the French pharmacovigilance.

Thank you for taking this information into account. Please let me know if you need any further details or additional documents.

Let me know if you need any more adjustments!

Additionally, with the way I was playing, the casino could have raised the alarm earlier and intervened before the loss of this amount.

Let me know if you need any more adjustments!

I have not been asked to complete the KYC (Know Your Customer) verification so far.

Let me know if you need any further adjustments!

Subject: Case Update – Official Recognition of Abilify’s Side Effect

Hello,

I am writing to inform you of an important update regarding my case. The French Pharmacovigilance authorities have officially recognized that my gambling addiction was a side effect of my treatment with Abilify.

This recognition confirms that my excessive gambling behavior was not voluntary but directly caused by the medication’s side effects. Despite this, Malina Casino still refuses to respond to my requests and has not provided me with my gaming history or player ID.

I would like to know if this new information can strengthen my case and what additional steps I can take to seek recourse.

Thank you in advance for your valuable assistance.

Best regards,

adrien

Dear adrclt,

Thank you for your patience while we reviewed your complaint. We understand the difficult circumstances surrounding your gambling activity and appreciate the additional information you have provided.

Based on our investigation, we found that the casino acted in accordance with responsible gambling principles by closing your account immediately after being informed of your gambling addiction. As your losses occurred before you requested to be self-excluded due to gambling problems, the casino is not responsible for refunding your deposits.

While we sympathize with your situation, we must conclude that there is no basis to demand reimbursement from the casino. Therefore, we are unable to assist you further, and we will now close your complaint as rejected.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team