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I asked to blocked and they have agent called Simon who is racist and making fun of people’s mental health attacking people’s vulnerability

Dear sha12345,

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? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I messaged them on live chat also the vip manager called Simon is racist and making fun of my mental health he is linked with a few different casinos rings up saying his from captain marlin , windiggers , very well

admiral shark , fruitychance anf many more he’s know how to play you attacking vulnerable people

they are a money laundering casino fake games not fair play, and not paying proper gambling taxes

they are not very responsible towards problem gamblers and make fun of them when you tell them your situation the live chat agents are the same

Someone needs to stop these guys because they are a criminal organisation the payment processing keeps changing it will say on statement different payment processing merchants ie catering equipment

clothes shop etc

they don’t even do a kyc check but allow customers to deposit £1000s and £1000 when it comes to paying out they ask for every little detail and make excuses not to pay

these casinos have attacked me and taken over £200,000 + from me and made my life hell I didn’t think someone could do this to me

knowing how to advantage of people

I’ve even told them they are killing me but instead of taking care they offer more bonuses to play

evolution gaming providers are with these sites and evolution provider is on gamstop which they also not following its own terms and conditions please help get these guys closed down and get my money back

Thank you for your reply, sha12345. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I asked to be permanently blocked due to gambling addiction

 Could you please forward the request together with all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I haven't received any account closure requests. Please note that we cannot proceed with this case without it.

Do you currently have access to your casino account? Could you please forward me all the relevant communication between you and the casino (emails and live chat transcripts)? My email address is kristina.s@casino.guru.

Dear sha12345,

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.