SG Casino - A conta do jogador permanece sem resposta após a solicitação de encerramento.

Good morning,

I played at Spinbara and unfortunately have a gambling addiction. After requesting that my account be permanently closed and confirming this request again via email, I discovered several days later that the account hadn't been closed. True to my addiction, I gambled away another €1100 and requested closure again, along with a refund of the deposit I had made after my initial request. The account was finally closed, and the refund was forwarded to the relevant department. Since then, there have been no further responses and my account has been ignored.

I experienced the same situation with the identical provider "Pistolo", which has exactly the same terms and conditions, and Pistolo reimbursed me for my losses without any problems.

I request support in reimbursing all losses incurred after my request to close the account was ignored, amounting to €1100.

I am asking for support.

Guten Morgen,

ich habe bei Spinbara gespielt und bin leider spielsüchtig. Nachdem ich darum gebeten habe mein Account unwiderruflich zu sperren und ich den Wunsch nach Aufforderung noch einmal bestätigt habe via Mail, habe ich nach Tagen festgestellt, dass der Account nicht geschlossen war. So wie es in der Sucht ist, habe ich weitere 1100€ verspielt und erneut um Schließung gebeten und um Erstattung der getätigten Einzahlung nach erster Bitte um Schließung. Der Schließung ist endlich nachgekommen, die Erstattung wurde an das entsprechende Department weitergeleitet. Seitdem keine Antworten mehr und Ignoranz.

Gleiche Situation ist mir beim identischen Anbieter „Pistolo" widerfahren, welche exakt die gleichen AGBs haben und Pistolo hat mir anstandslos die Verluste erstattet.

Ich bitte um Unterstützung um Rückerstattung aller Verluste, die entstanden sind, nach dem ich um Schließung des Kontos gebeten habe und dem nicht nachgegangen ist in Höhe von 1100€.

Ich bitte um Unterstützung.

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 am truly sorry about your negative experience with Roby Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm which casino do you wish to raise a complaint against?
• Could you please provide the timeline of events? Specifically, when did you communicate your gambling problems, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Good day,

Please excuse my mistake. It was the SG Casino.

Regarding the timeline, I will forward the entire process to you via email.

Thankfully, I'm now banned from that casino.

I request assistance in refunding all funds.

Guten Tag,

entschuldigen Sie bitte meinen Fehler. Es handelt sich um das SG Casino.

Bezüglich des zeitlichen Ablaufs leite ich Ihnen den gesamten Verlauf per Mail weiter.

Ich bin jetzt inzwischen bei dem Casino Gott sei Dank gesperrt.

Ich bitte um Unterstützung bei Erstattung aller Gelder.

Hello Joko888,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.