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Hello,

I have repeatedly asked this online casino to close my account for quite some time. Unfortunately, I don't remember when I made the request. During this time, I have lost about 1000€. Is there a way to get the money back?

Guten Tag,

Ich habe bei dem besagten Online Casino seit längerer Zeit mehrfach gebeten mein Account zu schließen. Ich weiß leider nicht mehr wann ich die Anfrage gestellt habe. In der Zeit habe ich locker 1000€ verspielt. Gibt es eine Möglichkeit das Geld zurück zu erhalten?

Dear Mxxxi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear Mxxxi,

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.

Good day,

Thanks for the feedback. It won't do any good. The money is gone, I've come to terms with it. Life goes on.

MfG

Guten Tag,

Danke für die Rückmeldung. Es wird nichts bringen. Das Geld ist weg ich habe mich damit abgefunden. Das Leben geht weiter.

MfG

Dear Mxxxi, can you confirm that you no longer require our assistance and that we can close this complaint?

I hereby confirm that I no longer need your help and that you can close the case. The chances of getting the money back are zero. Thanks anyway.

Hiermit bestätige ich das ich Ihre Hilfe nicht mehr brauche und Sie den fall abschließen können. Die Chance das Geld zurückzufordern sind gleich Null. Trotzdem danke.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.