Dachbet Casino - O pedido de encerramento da conta do jogador foi ignorado.

Hello,

I live in Germany, but unfortunately, I can't change that at the top.

I requested the closure of my Dachbet casino account 8 days ago.

I have repeatedly contacted them via chat and, according to their information, I have sent numerous emails requesting the account closure.

Since then, I have lost 3500 Euros and am demanding this money back.

I received a response to one of these emails, asking me to specify the reason, but since then, I have heard nothing.

It is unacceptable that my account remains open despite my request for closure 8 days ago.

I want a refund of the deposits I made since then.

The total amount is 3500 Euros which I have deposited during this period.

Hallo

Ich wohne in Deutschland kann es leider oben nicht ändern

Ich habe das dachbet casino vor 8 Tagen darum gebeten mein Konto zu schliessen

Mehrfach im Chat und dann laut deren Info habe ich zig Emails geschrieben und um Konto Schließung gebeten

Seitdem habe ich 3500 Euro verspielt und ich fordere diese zurück

Es Kam Eine Antwort auf diese Email das ich bitte den Grund nennen soll und seitdem kam nichts mehr

Es kann nicht sein dass mein Konto geöffnet bleibt obwohl ich vor 8 Tagen um Schließung gebeten habe

Ich will mein seitdem eingezahltes Geld zurüxk

Es sind 3500 Euro die ich seitdem eingezahlt habe

Dear Bini4you88, 

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 a gambling problem). 

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 veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello, I have forwarded the email with the request to close the account to you by email

In addition, I would like to close my account because I unfortunately lose more than I have available

Because I seem to be addicted to gambling

Hallo, ich habe die Email mit dem Wunsch auf Konto Schließung per Email an Sie weitergeleitet

Darüber hinaus möchte ich mein Konto schließen weil ich leider mehr verspielen als mir zur Verfügung steht

Weil ich scheinbar spielsüchtig bin

My account is still open

I have taken screenshots of all my payments and also of my account for security

Mein Konto ist immernoch geöffnet

Ich habe Screenshots von all meinen Zahlungen gemacht und auch von meinem Konto zur Sicherheit

I have also forwarded emails with closure requests and an excerpt from the chat to them via email

The colleague in the chat said the team had 10 days to process my request to close the account

It was important to me that I could no longer pay there and that is why I wanted it to be closed

Since my request I have deposited another 1100 euros

Apparently I'm addicted to gambling

So far my account is still open

I have blocked my online banking as a protection

Maybe I should have done it sooner, but I have now deposited 4600 euros since I wrote the request to close the account

If the casino should react, I would also be happy with an agreement of half or so

But they don’t react at all

Ah yes, on 29.5 I received an answer from them, which I will forward to you immediately, but nothing has happened since then.

Ich habe außerdem Emails mit Anfragen zur Schließung und eine Auszug aus dem Chat an sie per Email weitergeleitet

Die Kollegin im Chat meinte das Team hätte 10 Tage Zeit mein Anliegen zur Konto Schließung zur Bearbeiten

Für mich war wichtig dass das ich dort nicht mehr einzahlen kann und deshalb wollte ich das es geschlossen wird

Seit meiner Anfrage habe ich weitere 1100 Euro eingezahlt

Scheinbar bin ich spielsüchtig

Bisher ist mein Konto immernoch offen

Ich habe als Schutz mein online banking gesperrt

Hätte ich vielleicht eher machen sollen, aber mittlerweile sind es 4600 Euro die ich eingezahlt habe seitdem ich den Wunsch auf Konto Schließung geschrieben habe

Wenn das casino reagieren sollte wäre ich auch mit einer Einigung zufrieden von der Hälfte oder so

Aber sie reagieren gar nicht

Ah doch am 29.5 kam eine Antwort von denen die sende ich ihnen gleich weiter aber auch seitdem ist nichts passiert

Good day

Now the casino says they can offer me a bonus of 50 euros

But still no sign of account closure

Since 22.5/23.5 no reaction except once the question why my account should be closed

But not any more

Guten Tag

Jetzt schreibt das casino dass sie mir einen Bonus von 50 Euro anbieten können

Aber von Konto Schließung immernoch keine Spur

Seit dem 22.5/23.5 keine Reaktion außer einmal die Frage wieso mein Konto geschlossen werden soll

Aber mehr auch nicht

Good day

The 10 days are over, so today is the 11th day and my account is still open

So not like the lady in the chat wrote that the department has 10 days to process my request

So the casino has violated its own "conditions", as the lady wrote in the chat, which screenshot I forwarded to them

Guten Tag

Die 10 Tage sind rum, also heute ist der 11.tag und mein Konto ist immernoch geöffnet

Also nicht wie die Dame im Chat geschrieben hat dass die Abteilung 10 Tage zeit hat mein Anliegen zu bearbeiten

Also hat das casino gegen seine eigenen "Bedingungen ", so wie die Dame im Chat geschrieben hat, welchen Screenshot ich ihnen weitergeleitet habe, verstoßen

Thank you very much, Bini4you88, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Bini4you88,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Dachbet Casino,

Could you possibly provide additional information regarding the self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Good morning

My account is still open

I have asked several times for my account to be closed because I gamble too much

But nothing yet

No response since 22.5

Guten Morgen

Mein Konto ist immernoch geöffnet

Ich habe mehrfach um Konto Schließung gebeten, da ich zu viel verspiele

Aber bisher noch nichts

Seit dem 22.5 keine Reaktion

Dear Michal,

We received the player’s request, and we excluded the account as per our procedure. 

Be advised that self-exclusion requests should only be submitted to our specialized email address customercare@dachbet.com. This is necessary to ensure that all requests are properly addressed, and none are missed, especially when there Is a high volume of them.

It is worth mentioning that when a player submits a proper self-exclusion request it gets manually reviewed by our relevant department and technical time may be required.

All our actions were taken based on our Terms and Conditions to which the player agreed upon registration. 

Regards,

DachBet Casino

I want my money back

I wrote to the right address

Ich möchte mein Geld zurück

Ich habe an die richtige Adresse geschrieben

Dear Dachbet Casino,

Can you confirm that the player wrote an email to the correct email address and therefore successfully asked for self-exclusion on 24.5.?

Hello Michal,

Correct. The player submitted a proper self-exclusion request on the 24th of May, and it was processed by our relevant department within our designated timeframe.

It is necessary to mention that while the self-exclusion process is ongoing, the player remains fully responsible for any activity on their account.

Regards,

DachBet Casino

The processing of the self-exclusion took 10 days in which I lost a total of 4600 euros

There was a reason I wanted to close my account

But taking 10 days to do it is a disgrace

I want my money back

At least part

Would also be open to an agreement!

Die Bearbeitung des selbstausschlusses hat 10 Tage in Anspruch genommen in denen ich insgesamt 4600 Euro verspielt habe

Es Hatte einen Grund das ich mein Konto schließen wollte

Aber sich dafür 10 Tage Zeit zu lassen ist eine Frechheit

Ich möchte mein Geld zurück

Zumindest einen Teil

Wäre auch für eine Einigung offen!

Will I get feedback here too?

Bekomme ich hier auch noch eine Rückmeldung?

Dear Bini4you88,

Since we have established that you submitted the correct request for self-exclusion due to a gambling problem on the 24th of May, and your account was closed due to this request on the 3rd of June, would you be able to tell me when exactly you made the deposits during this time period?

Hello of course

I have taken screenshots of all payments and I am attaching them here

Hallo natürlich

Ich habe Screenshots von allen Zahlungen gemacht ich hänge sie hier an

The last picture is the answer from those

So they had apparently already taken note of it and still did nothing

So I want my money back

If I hadn't blocked my online banking I would have lost even more

Das letzte Bild ist die Antwort von denen

Also sie hatten es scheinbar schon zur Kenntnis genommen und trotzdem nichts gemacht

Ich möchte also mein Geld zurück

Hätte ich mein online banking nicht gesperrt dann hätte ich noch mehr verspielt

Here again the picture of the email that I sent to the correct address

That was on 24.5

Hier noch einmal das Bild von der Email die ich an die richtige Adresse geschickt habe

Das war am 24.5

Dear Dachbet Casino,

I understand that the self-exclusion process happens in a certain timeframe, as you need to sort out each and every request manually.

However, in this case, the whole process took 9 working days, which is by us considered too long. Within a reasonable timeframe in mind, the player should be entitled for a refund of all the deposits he has made from the 29th of May, 16:29, up until his self-exclusion was completed on the 3rd of June.

Dear Michal,

Upon reviewing the account once again it is prudent to mention that the account status request was handled within the designated timeframe as per the agreed upon T&Cs.

Note however that while the self-exclusion request itself was pending, there was also a withdrawal which had to be handled (it was and the funds were paid out successfully). Furthermore in a separate conversation as well, the reasoning behind the closure request differed than the originally provided one - what was provided in that separate e-mail thread was that the closure request was due to not winning enough.

Please, keep in mind that the responsible team does not only take a look at one correspondence when reviewing exclusion requests. A lot of things have to be taken into consideration so that the appropriate and correct actions are taken, with which we would like to emphasize how important it is that self-exclusion requests should only be communicated via one thread and not multiple ones.

In this case while it took a bit longer than typical, it was still within our designated timeframe, so we cannot find fault in the actions, as there were several circumstances which affected this case.

Regards,

DachBet Casino

Hello, since I constantly went into the chat to hear what the status of things was because no one answered me by email for days

Of course, if you are addicted to gambling, you say you want to close your account because you are not winning enough

Because if you are addicted to gambling and you win then you certainly don’t want to close your account

I wrote an email to the correct email address and stated the reason for the gambling addiction

If no offer comes from the casino and no concessions are made, I will take further steps

9 days is too long!

Guten Tag, da ich ständig in den chat gegangen bin um zu hören wie der Stand der Dinge ist da mir keiner per Mail geantwortet hat über Tage

Natürlich gibt man an, wenn man spielsüchtig ist dass man das Konto schließen möchte wegen zu wenig gewinnen

Denn wenn man spielsüchtig ist und man gewinnt dann will man sein Konto sicher nicht schließen

Ich habe eine Email an die richtige Email Adresse geschrieben und habe den Grund der spielsucht angegeben

Wenn hier kein Angebot von dem casino kommt und kein einlenken, werde ich weitere Schritte einleiten

9 Tage sind zu lang!

They are twisting and turning here and because they know that it is not legal not to respond to a request for 9 days

I sent the email to the correct address with the reason for the closure

This is all documented

Die winden sich hier hin und her und weil sie wissen dass es nicht rechtens ist 9 Tage nicht auf ein Anliegen zu reagieren

Ich habe die Email an die richtige Adresse mit Grund der Schließung geschickt

Das ist alles dokumentiert

Dear Dachbet Casino,

Would you be able to tell me when exactly did the player ask for the last withdrawal that you mentioned had to be taken care of before self-exclusion could happen? Was it before the self-exclusion request or after?

It was after the self-exclusion request

And the payout was from a bonus they had credited to me

The bonus was 50 euros and I was paid the maximum of 250 euros

They gave me the bonus because I made so many fusses in the chat because my account still hasn't been closed

Since I am addicted to gambling, I have continued to deposit all the time as you can see

And as a gesture of goodwill, they eventually credited me with a bonus of 50 euros

You can deduct the 250 euros from my money that I demand back but I still demand the money back as casino guru has already written

Since the reaction from your address why my account should be closed, although I had written it in the email, I have deposited 1650 euros

After deducting the payout of 250 euros, this is 1400 euros

I hereby request this back

Es war nach der selbstauschluss Anfrage

Und die Auszahlung belief sich aus einem Bonus den sie mir gutgeschrieben hatten

Der Bonus Betrug 50 Euro und ausgezahlt wurde mir das max von 250 Euro

Den Bonus haben sie mir gegeben weil ich im Chat so oft Terz gemacht habe, weil meln Konto immernoch nicht geschlossen wurde

Da ich spielsüchtig bin habe ich die ganze Zeit wie sie sehen weiter eingezahlt

Und aus Kulanz haben sie mir dann irgendwann den Bonus von 50 Euro gut geschrieben

Die 250 Euro können Sie gerne von meinem Geld was ich zurück fordere abziehen aber ich fordere trotzdem das Geld zurück so wie casino guru bereits geschrieben hat

Ab der Reaktion von Ihrer Adresse wieso mein Konto geschlossen werden soll, obwohl ich es in der Email geschrieben hatte, habe ich 1650 Euro eingezahlt

Abzüglich der Auszahlung von 250 Euro sind das 1400 Euro

Diese fordere ich hiermit zurück

So I am demanding back the full 1650 euros that I paid after the email where I received the question about my account closure, but my account has still not been closed

So I demand 1650 euros back!

If I do not get the money back, I will take further steps

Also fordere ich doch die kompletten 1650 Euro zurück, die ich nach der Email, wo ich die frage auf meine Konto Schließung bekommen habe, aber mein Konto immernoch nicht geschlossen wurde, eingezahlt habe

Ich fordere also 1650 Euro zurück!

Falls ich das Geld nicht zurück bekomme, werde ich weitere Schritte einleiten

Dear Michal,

The referred withdrawal was requested on the 25th, and there was no need to be taken care of prior the exclusion, it just happened that the withdrawal check was finished earlier. 

Note that the funds were paid out on the 29th of May, after the verification and all required checks were completed, for which the user received confirmation via e-mail.

The final step of the exclusion took place on the 3rd of June when the account was successfully excluded, for which the user has also received relevant communication via mail.

Regards,

DachBet Casino

Yes, that is known

But it took 9 days for the account to be closed

What is too long

That's why I'm still demanding back the 1650 euros that I deposited after they finally responded to my email requesting that the account be closed.

When they finally acknowledged on May 29 that I was addicted to gambling because I wrote this in the email to the correct address, they should have closed my account immediately.

But they only wrote what you see in the picture below.

as I said if there is not now a

against coming from dachbet casino I will take further steps

Ja das ist bekannt

Aber es hat 9 Tage gedauert bis das Konto geschlossen wurde

Was zu lange ist

Deshalb fordere ich immernoch die 1650 Euro zurück, die ich eingezahlt habe, nachdem sie auf meine Email mit Wunsch der Konto Schließung endlich mal reagiert haben.

Wo sie am 29.5 endlich zur Kenntnis genommen haben, das ich spielsüchtig bin, weil ich das in der Email an die richtige Adresse geschrieben habe, hätten sie direkt mein Konto schließen müssen.

Aber sie haben nur das geschrieben was unten auf dem bild zu sehen ist.

wie gesagt wenn da jetzt nicht ein ent

gegen kommen vom dachbet casino kommt werde ich weitere Schritte einleiten

I am demanding back the 1650 euros that I continued to deposit after dachbet casino responded to my request to close my account due to gambling addiction problems. I want 1650 euros back!

Otherwise I will take further steps!

Ich fordere die 1650 Euro zurück, die ich nach der Reaktion von dachbet casino auf meinen Wunsch der Konto Schließung wegen spielsuchtproblemen, weiter eingezahlt habe, zurück. 1650 Euro möchte ich zurück!

Ich leite weitere Schritte sonst ein!

Dear Dachbet Casino,

We still firmly believe that the player should be entitled for a refund of all the deposits that were made from the 29th of May, 16:29, up until the self-exclusion was completed on the 3rd of June. The self-exclusion process took too long in our opinion.

Would you be willing to refund the player and therefore resolving this complaint successfully?

Good day

I am still demanding 1650 euros back.

It was much more than I wanted, but as far as I was concerned only the 1650 euros that I deposited after the casino responded to my email about closing my account, but still hasn't closed it.

If there is no understanding here soon, I will hire a gambling lawyer

Guten Tag

Ich fordere immernoch 1650 Euro zurück.

Es war deutlich mehr was ich haben wollte, aber von mir aus nur die 1650 euro die ich eingezahlt habe, nachdem das casino mir auf meine Email mit der Konto Schließung geantwortet hat, es aber immernoch nicht geschlossen hat.

Wenn hier bald keine Einsicht kommt, schalte ich einen Rechtsanwalt für Glücksspielrecht ein

Hello Michal,

As we have already explained in this thread, such requests are handled by a dedicated team, and a technical time for proper review is required. While such review is ongoing, the player is solely responsible for the activity on the account, as it is clearly stated in our T&Cs. 

Have in mind that Bini4you88 agreed to our Terms and Conditions upon registering an account with us. The same rules apply not only for the customers that are registering for our services, but apply for us too. 

Furthermore, considering all listed below, we can confirm that the exclusion request was properly handled as per our T&Cs and within the designated timeframe: 

 - In the T&Cs it is clearly stated that such requests may take up to 10 business days, and the player was also reminded of that in one of his correspondences; 

 - In the T&Cs it is clearly stated that player is solely responsible for the activity during the period of submitting and applying such a request;

 - The request was granted and account closed in the specified period; 

With all being said, could you please provide us with a bit more details on what basis should we step on, so we can continue with this case? 

Best regards,

DachBet Casino Team

Dear Dachbet Casino Team,

Let me summarise my thoughts on this case. I understand that there needs to be a certain timeframe for the casino to be able to complete all of the self-exclusion requests because they need to be sorted out manually, one by one. However, let me

I would like to mention that self-exclusion due to a gambling problem is a very serious issue because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening (except for certain situations like when a long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure. Not to mention, the whole process should be carried out as fast as possible for the sake of the players suffering from gambling addiction, so they could be protected and would not spiral into depositing more and more.

In this case, the timeframe for the completion of the request was 9 working days, which we consider to be too long and we think this whole process and the responsible gambling policy should be improved. We still firmly believe that the player should be refunded their deposits from the 29th of May.

I would like to ask you if we understood the situation correctly or if there is any other information.

Good day

You have summed it all up correctly and the reason for my account closure I stated in the email to the correct email address, namely that I am addicted to gambling

Therefore, I am still demanding the amount of 1650 euros that I deposited after the colleagues responded to this email but still did not close the account

Thank you!

Guten Tag

Sie haben das alles richtig zusammengefasst und der Grund für meine Kontoschließung habe ich in der Email an die richtige Email Adresse benannt und zwar dass ich spielsüchtig bin

Daher fordere ich immernoch den Betrag von 1650 Euro zurück, den ich eingezahlt habe, nachdem die Kollegen auf diese Email geantwortet hatten, aber das konto immernoch nicht geschlossen haben

Vielen Dank!

Dear Michal, 

Тhe exclusion took 6 business days, and we have acted according to our Terms and Conditions, which the player agreed with upon registration. The same are also available at any given moment on our page: https://dachbet.com/pages/terms-and-conditions , as well as they can be as easily downloaded. 

As stated in our previous reply, the T&C apply for both parties, and both parties are liable for their actions. With that being said, we want to emphasize on the fact that the account was successfully excluded within the explicitly mentioned timeframe, as well as we'd like to refer to the following term:

"3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion."

Let us know if you have further questions. 

Best regards,

DachBet Casino Team

The exclusion lasted a total of 11 days and not 6 days after I sent the email to the correct address

You know what, if you are so unreasonable and use your conditions to take money out of the pockets of addicts by simply not responding to the request to close the account, I will forward the whole thing to my lawyer

Even if they are based in Curacao, they are not untouchable

Nice day

Der Ausschluss dauerte insgesamt 11 Tage und keine 6 Tage, nachdem ich die Mail an die richtige Adresse geschickt habe

Wissen Sie was, wenn sie so uneinsichtig sind und durch ihre Bedingungen suchtkranken das Geld aus der Tasche ziehen indem sie einfach nicht auf den Wunsch der Konto Schließung reagieren, werde ich das ganze an meinen Anwalt weiterleiten

Auch wenn sie sitz in Curacao haben,sind sie nicht unantastbar

Schönen tag

Dear Dachbet Casino,

As I have mentioned, gambling-addicted players often are not in control of their actions, that's why the statement "The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending'' does not hold.

Also, we still consider 6 business days to be too long. These requests need to be handled with the utmost importance in consideration of the health of the addicted players.

Would you be willing to reconsider your position in this case and refund the player so we can mark this complaint as resolved?

If you would at least accommodate me and make me an offer as to how we can agree, I would be satisfied

If you offered me 1000 euros instead of the amount I asked for

But they do not move a step from their position

Therefore this is pointless

I will then hand everything over to my lawyer if dachbet1.com does not accept my offer of 1000 euros refund

Wenn Sie mir wenigstens entgegenkommen würden und ein Angebot machen wie wir uns einigen können wäre ich schon zufrieden

Wenn Sie mir 1000 Euro anbieten würden anstatt des von mir geforderten Betrages

Aber sie bewegen sich keinen Schritt von ihrem Standpunkt weg

Deshalb ist das hier zwecklos

Meinem Anwalt werde ich dann alles übergeben, wenn dachbet1.com nicht auf mein eben gestelltes Angebot von 1000 Euro Rückzahlung einlässt

Dear Michal,

While we strive to complete these requests as swiftly as possible, it is important to note that our current process requires thorough manual verification to ensure accuracy and prevent any oversight. This timeframe is in accordance with our terms and conditions, which the player agreed to upon registration. A refund will not be applicable in this situation since there has not been a breach of our terms on our end. 

We understand that this may not fully align with your views, but we have handled this case according to our procedures and T&Cs, which the player accepted upon registration and were available on their end.

Kind regards,

Dachbet Casino

Then at least give me the information I requested

A detailed list of all deposits and withdrawals

You are obliged to provide me with this information within 30 days

You sent me a silly comparison

But no detailed list

I am waiting for your listing

It is your obligation to provide me with this information!

Dann geben Sie mir wenigstens die von mir geforderten Informationen

Eine detaillierte Aufstellung aller Einzahlungen sowie Auszahlungen

Dazu sind sie verpflichtet mir binnen 30 Tagen diese Informationen zur Verfügung zu stellen

Sie haben mir eine läppische Gegenüberstellung geschickt

Aber keine detaillierte Auflistung

Ich warte auf Ihre Auflistung

Sie sind in der Pflicht mir diese Informationen zur Verfügung zu stellen!

I have sent you this letter with the changed data

You see that you are obliged to provide me with the information

I have already contacted the authorities in Curacao

You are obliged to provide me with the information!

Dieses Schreiben habe ich Ihnen mit den geänderten Daten zukommen lassen

Da sehen Sie dass sie verpflichtet sind mir die Informationen zur Verfügung zu stellen

Die Behörde in Curacao habe ich bereits eingeschaltet

Sie sind verpflichtet mir die Informationen zur Verfügung zu stellen!

Best regards also to Emirbet.com and slotimo1.com

The same applies to both

They all belong to Bellona eV

So they belong together

Then you can pass this on to the

I didn’t get a detailed list from either of them

If I don't get this from your 3 casinos soon I will file a lawsuit against them for denying me the information I requested!!!

Beste Grüße auch an Emirbet.com und slotimo1.com

Für die beiden gilt genau dasselbe

Sie gehören alle zur Bellona e.V

Sie gehören also zusammen

Dann können Sie genau dies gerne an die weitergeben

Auch von den beiden habe ich keine detaillierte Aufstellung bekommen

Wenn ich diese nicht bald von ihren 3 casinos bekomme reiche ich Klage ein, dass sie mir dir Informationen verwehren die ich angefordert habe!!!

Dear everyone,

Since the casino is not willing to change their point of view, I am forced to mark this complaint as unresolved. We believe that the timeframe for completing the self-exclusion request was too long in this case and that the player should be refunded.

I'm afraid there is not much that can be achieved without the casino's cooperation.  I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

If the casino decides to change its mind, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru