Tykitys Casino - Jogador solicita reembolso após encerramento da conta e ações de marketing.

I have requested self-exclusion from Fruity Entertainment casinos starting on November 10th by closing my Kiekka.com account and later my Kaahaus.com account due to a gambling problem. After this, I received marketing communications from both casinos to join the same group's new casino Spinnaus. Having a gambling problem, I ended up opening an account and losing money. I requested the closure of the Spinnaus account on December 1st. After this, on December 18th, all three closed casinos sent me marketing to join the new casino Tykitys.com. Once again, I lost money, after which it took a week before I was able to close my account on Tykitys.com. None of these casinos have the responsible gambling tools in place.

According to the terms of the CGA, once a self-exclusion has been made, no marketing communications should be sent.

I have sent messages to all of these casinos, without receiving a response, several times since December 28th. I demand a refund of the deposits I made to Tykitys.com and Spinnaus.com, approximately 1000e.

Below is a picture of the tykitys.com offer from the casino Kaahaus, even though my account was closed due to a gambling problem.

Olen pyytänyt itsensä poissulkemista Fruity Enterntainmentin kasinoilta aloittaen 10. marraskuuta sulkemalla Kiekka.com -tilini ja myöhemmin Kaahaus.com -tilini peliongelmasta johtuen. Tämän jälkeen sain markkinointiviestintää molemmilta kasinoilta liittyä saman konsernin uuteen kasinoon Spinnaus. Peliongelmaisena päädyin avaamaan tilin ja häviämään rahaa. Pyysin Spimnaus tilin sulkua 1. joulukuuta. Tämän jälkeen minulle lähetettiin 18.12 kaikilta kolmelta suljetulta kasinolta minulle markkinointia liittyä uuteen kasinoon Tykitys.com . Jälleen kerran hävisin rahaa, jonka jälkeen kesti viikon ennen kuin sain suljettua tilini Tykitys.comiin. yhdelläkään näistä kasinoista ri ole vastuullisen pelaamisen työkalut kunnossa.

CGA:n ehtojen mukaan, kun on tehty itsesulku, ri markkinointiviestintää tulisi lähettää.

Olen laittanut viestiä kaikille näistä kasinoista, saamatta vastausta 28.12. alkaen useamman kerran. Vaadin palautusta Tykitys.com ja Spinnaus.com sivuille tekemistäni talletuksista,n.1000e.

Alla kuva tykitys.com tarjouksesta kasinolta Kaahaus, vaikka tilini oli suljettu peliongelman vuoksi.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the self-exclusion requests you sent to  Kiekka Casino, Kaahaus Casino, Spinnaus Casino, and Tykitys Casino, along with the casinos' responses? My email address is veronika.f@casino.guru.
• Did you specify gambling addiction as your reason for the account closure request at all of these casinos?
• Have you tried unsubscribing from the promotional emails you keep receiving from these casinos?

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

Hi, I have emailed the required documents 2 days ago

Hei, olen lähettänyt sähköpostilla vaadittavat dokumentit 2 päivää sitten

Hello Ladygambler,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the email and for sharing the screenshots of your communication with the casinos.

To properly review your case, could you please resend the original emails (not screenshots), without any edits or hidden information, including visible email addresses and headers?

Additionally, we kindly ask you to forward any promotional emails related to Tykitys Casino that you may have received from other casinos from which you were already self-excluded.

These materials are important for us to fully assess the situation and create a complete overview of the communication history.

Thank you in advance for your cooperation.

I sent the attachments. I have a different email address with the casinos than the one I registered here, so I sent all the communications regarding Kaahaus/Spinnaus/Tykitys/Kiekka casinos that I had on file to the email I registered here and forwarded the messages to Veronica. Unfortunately, I don't have all the marketing communications on file, but some of them do and I sent them out.

I think several different points have been violated here towards me:

Marketing communications, even though accounts were closed due to a gaming problem

Unable to close account online

The account has not been closed immediately.

Lähetin liitteet. Minulla on käytössä eri sähköpostiosoite kasinoiden kanssa, kuin mitä olen tänne rekisteröinyt, joten lähetin kaiken viestinnän Kaahaus/Spinnaus/Tykitys/Kiekka -kasinoiden osalta, mitä minulla oli tallessa, sähköpostiin, jonka olen rekisteröinyt tänne ja välitin viestit Veronicalle. Valitettavasti minulla ei ole kaikkea markkinointiviestintää tallessa, mutta osa on ja laitoin ne tulemaan.

Mielestäni tässä on rikottu useaa eri kohtaa minua kohtaan:

Markkinointiviestintää, vaikka tilejä suljettu peliongelman vuoksi

Pelitilin sulkua ei ole pystynyt tekemään onlinessa

Pelitilin sulkua ei ole tehty välittömästi

Thank you for your emails.

From the conversations you forwarded, I can see that your account at Kaahaus Casino was permanently closed on December 1. However, the chat transcripts you provided from November 18 show only requests for account closure, without explicitly stating that the reason was a gambling problem.

Could you please send us evidence that you were self-excluded due to gambling addiction and whether you clearly communicated this reason to the casino at the time of the request?

If you have any communications with the casino customer support showing that you requested self-exclusion specifically due to a gambling problem and that you should therefore have been excluded from receiving promotional materials, please forward it to me.

This information is essential for us to properly assess your case.

I requested Kiekka.com to be closed due to a game problem on November 10th. I sent an email about this.

Regarding Kaahaus casino, I can't find a discussion where I requested a refund specifically because of a gaming problem, but they knew about this, among other things, because I had closed my Kiekka account because of it.

Kiekka.com pyysin sulkua peliongelman vuoksi 10.11. Laitoin tästä mailin

Kaahaus-kasinon osalta en löydä keskustelua, jossa olisin pyytänyt silkua nimenomaan peliongelman vuoksi, mutta tämä oli heillä tiedossa mm.siksi, että olin suljenut Kiekka-tilin sen vuoksi.

I asked Kaahaus Casino because I have reported my gambling problem and they confirmed the date 1.12.. I posted this email for your information.

Kysyin Kaahaus-kasinolta, koska olen ilmoittanut peliongelmastani ja he vahvistivat päivän 1.12.. laitoin tämän sähköpostiviestin tiedoksi.

Hello Ladygambler,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Tykitus, Kaahaus and Spinnaus casinos have once again been tricked with email and SMS offers, tempting me to join the fifth casino of the same operator, Spiidikasino. I have reported my gambling problem to all casinos, asked to close my accounts and cancelled my newsletters. Now there is a new lure again. I forwarded these emails to Veronika.

Tykitus, Kaahaus ja Spinnaus -kasino löhestyivät jälleen emailla ja sms-tarjouksilla houkutellen liittymään viidenteen saman operaattorin kasinolle, Spiidikasinolle. Kaikkiin kasinoihin olen ilmoittanut peliongelmastani, pyytänyt sulkemaan tilit ja perunut uutiskirjeet. Nyt taas uusi houkutin. Välitin nämä emailit Veronikalle.

Dear Ladygambler

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,

Veronika

Hello Ladygambler, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Tykitys Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify why a known gambling addict has bee invited to a sister casino? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ladygambler,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej