Crowngreen Casino - A conta do jogador permanece ativa após a solicitação de autoexclusão.

Dear Casino Guru Team,

I am submitting an official request to you regarding my casino account, from which I had requested self-exclusion on August 9th, clearly stating that the reason was a gambling addiction problem.

Despite my specific request, on August 26th my account remained active and I was allowed to make new deposits totaling €500. A withdrawal of €290 was then made, which I also used for gaming.

As a result, my net loss after self-exclusion amounts to €210. I believe that, since I had informed the casino about my addiction and requested self-exclusion, the necessary measures should have been taken so that I could not continue to deposit and play.

I request the assistance of Casino Guru to investigate the case and resolve the dispute with the casino. Specifically, I request the return of the net loss that occurred after the self-exclusion request, i.e. at least €210, or any greater amount that results from a full review of the transaction and gaming history.

I can provide the original self-exclusion request of August 9th, the history of deposits, withdrawals and play, as well as any communication with the casino that proves they were aware of the situation and the reason for the self-exclusion.

Please consider my case and inform me of the next steps.

I am attaching the evidence for you.

Αγαπητή ομάδα του Casino Guru,

Σας υποβάλλω επίσημο αίτημα σχετικά με λογαριασμό μου σε καζίνο, από το οποίο είχα ζητήσει αυτοαποκλεισμό στις 9 Αυγούστου, δηλώνοντας ξεκάθαρα ότι ο λόγος ήταν πρόβλημα εθισμού στον τζόγο.

Παρά το συγκεκριμένο αίτημά μου, στις 26 Αυγούστου ο λογαριασμός μου παρέμεινε ενεργός και μου επιτράπηκε να πραγματοποιήσω νέες καταθέσεις συνολικού ύψους 500 €. Στη συνέχεια πραγματοποιήθηκε ανάληψη 290 €, την οποία επίσης χρησιμοποίησα για παιχνίδι.

Ως αποτέλεσμα, η καθαρή απώλειά μου μετά τον αυτοαποκλεισμό ανέρχεται σε 210 €. Θεωρώ ότι, από τη στιγμή που είχα ενημερώσει το καζίνο για τον εθισμό μου και είχα ζητήσει αυτοαποκλεισμό, θα έπρεπε να έχουν ληφθεί τα απαραίτητα μέτρα ώστε να μην μπορώ να συνεχίσω να καταθέτω και να παίζω.

Ζητώ τη συνδρομή του Casino Guru για τη διερεύνηση της υπόθεσης και την επίλυση της διαφοράς με το καζίνο. Συγκεκριμένα, ζητώ την επιστροφή της καθαρής απώλειας που προέκυψε μετά το αίτημα αυτοαποκλεισμού, δηλαδή τουλάχιστον 210 €, ή οποιουδήποτε μεγαλύτερου ποσού προκύψει από τον πλήρη έλεγχο του ιστορικού συναλλαγών και παιχνιδιού.

Μπορώ να προσκομίσω το αρχικό αίτημα αυτοαποκλεισμού της 9ης Αυγούστου, το ιστορικό καταθέσεων, αναλήψεων και παιχνιδιού, καθώς και οποιαδήποτε επικοινωνία με το καζίνο αποδεικνύει ότι γνώριζε την κατάσταση και τον λόγο του αυτοαποκλεισμού.

Παρακαλώ να εξετάσετε την υπόθεσή μου και να με ενημερώσετε για τα επόμενα βήματα.

Σας επισυνάπτω τα αποδεικτικά

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crowngreen Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you? Under what circumstances has it been closed?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with your email address and the casino's email address visible. If the casino responded via an automated message or a structured response, please include it as well.
• When was the last time the casino allowed you to deposit?
• After you learned your request wasn't processed, have you contacted tha support of the casino again?
• Has the casino responded to your refund request already? What did the casino reply?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good evening, my casino account is still active and I am also accepting offers. I am attaching all the proofs you requested.

I informed the live chat yesterday that I would open a complaint and that I want the money I deposited back, but I did not receive any response. Unfortunately, my account remains open even today.

Καλησπέρα σας είναι ενεργός ακόμα ο λογαριασμός μου στο καζίνο και δέχομαι και προσφορές. Σας επισυνάπτω όλα τα αποδεικτικά που ζητήσατε.

ενημερωσα το live chat χτες ότι θα ανοίξω παράπονο και ότι θέλω τα χρήματα που κατέθεσα πίσω αλλά δεν έλαβα καμία απάντηση δυστυχώς ο λογαριασμός μου ακόμα και σήμερα παραμένει ανοιχτός.

The last deposit at the casino was made on 2/9

Η τελευταία κατάθεση στο καζίνο έγινε 2/9

Good evening, as you can see, they gave me €30 to play and I'm holding back from making a deposit. Please intervene immediately. I want my money back and my account closed.

καλησπέρα όπως βλέπετε μου βάλανε 30€ να παίξω και κρατιέμαι να μην κάνω κατάθεση. Σας παρακαλώ να παρέμβετε άμεσα. Θέλω τα χρήματα μου πίσω και να κλείσει ο λογαριασμός μου

Dear zwoula_1996,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Good evening, thank you, I look forward to your intervention! Be well.

καλησπέρα σας ευχαριστώ αναμένω την παρέμβαση σας! Να είστε καλά

Hello zwoula_1996, nice to meet you!

My name is Matej, and I will be assisting you with this case. I will do my best to help resolve the matter as soon as possible.

Thank you for providing the requested information. At this stage, I have everything I need from you. You do not need to send any additional information or documents unless I contact you and specifically ask for them. For now, please wait while we investigate the case.

I would now like to invite a representative of Crowngreen Casino to join this conversation and participate in the investigation.

Could the casino representative please provide more details as of what seems to be the issue with the self-exclusion, and submit all relevant supporting evidence?

Any sensitive information or internal system records may be sent directly to me by email at matej.l@casino.guru.

Thank you for your patience and cooperation.

Good evening. I'm not just concerned about the self-exclusion. I want the money I deposited during the time I requested self-exclusion.

Thank you very much casino guru!

καλησπερα σας. Δεν με απασχολεί μόνο ο αυτοαποκλεισμος. Θέλω τα χρήματα που κατέθεσα το διάστημα που ζήτησα αυτοαποκλεισμο.

ευχαριστω πολύ το casino guru!