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Hello, I contacted live support a week ago to close my account. I told them I have a gambling addiction. They said my account was blocked. A day later, I received an email about a bonus. I started gambling again and lost half my salary. I'm requesting a refund because I previously asked them to close my account due to my uncontrolled gambling. I can't currently pay my rent or bills.

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Hallo, ich habe mich vor eine Woche zum Live Support gewendet um mein Konto zu Schließen. Ich denen erwähnt, dass ich Spielsucht habe. Er meinte dein Konto wurde gesperrt. Ein Tag später bekam ich eine Email über ein Bonus. Ich habe wieder angefangen zu spielen und habe mein halbes Gehalt verspielt. Ich fordere mein Verlorenes Geld zurück da ich vorher sie gebeten hatte, mein Konto zu schließen wegen mein unkontrolliertes Spiel Verhalten. Ich kann momentan meine Miete und Rechnungen nicht bezahlen.

bitte euch um Hilfe

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing.

To better understand your situation, could you please clarify the following:

• Did you request self-exclusion via chat only, or did you also send any emails to the casino?
• After the chatbot confirmed that your account was closed, were you able to log in without any issues, or did you have to request the account to be reopened?
• Have you received any follow-up emails from the casino after the chatbot confirmed your account was closed?

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

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Thank you for your patience, and stay safe.

Hello,

That wasn't a chatbot, it was a live agent.

I didn't send an email; I just contacted live support. After they confirmed that my account was blocked, I received a prompt email with a €10 bonus. When I clicked on it, my account was open as before. I've now lost more than €1,400-1,500.

Hallo,

das war kein Chatbot, es war ein Live Agent.

ich habe keine Email geschickt, ich habe mich nur an die Live Support gewendet. Nachdem er mir bestätigt hat das mein Konto gesperrt ist hab ich eine prom Email erhalten mit 10€ Bonus, wo ich darauf geklickt habe war mein Konto wie vorher offen. Ich habe mittlerweile mehr alles 1400-1500€ verloren.

I did not receive an email and could easily register later

Ich keine Email erhalten und könnte mich problemlos anmelden nachher

Thank you for your responses.

Do you have any screenshots of your conversations with live chat support where the date of the conversation is clearly visible?

We need a specific timeline to confirm when exactly your account was closed, when you received the related email, and when your account was reopened.

Thank you for your cooperation.

Thanks

Lg

danke

Lg

My account was only blocked on 03.08

the application was on 30.07 or the conversation

Mein Konto wurde erst am 03.08 gesperrt

der Antrag war am 30.07 bzw das Gespräch

Thank you for your responses. However, I need clear evidence showing the date when the casino informed you that your account was closed. For now, we do not have proof that you were able to reopen your account after the initial closure confirmed by customer support.

Unfortunately I only have this screenshot

Ich habe leider nur diese Screenshot

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jaafarmustafa32,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika