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Complaint and claim for reimbursement due to lack of game suspension and breach of responsibility

Ladies and Gentlemen

I am writing to you because I have serious concerns about the handling of my player account at Zinkra.com and request that you investigate my complaint.

I have registered with Zinkra.com in the past, made deposits, and also received withdrawals. Due to my gambling addiction, I have already initiated a suspension of my account and explicitly informed you of this. It was therefore unmistakably clear that I suffer from a gambling problem and require special protection.

Despite this clear-cut situation, my account was reopened after six months without adequate safeguards being put in place. This is in clear contradiction to your duty to protect vulnerable players from further harm and to take your responsibility to your customers seriously.

As a result, I suffered significant losses again within a short period of time—specifically, EUR 10,000. These losses could have been avoided if you had taken into account the gambling addiction problem you were aware of and permanently blocked my account.

I therefore request that you compensate the resulting damages of EUR 10,000 either by way of reimbursement, as a goodwill gesture, or out of your responsibility as a provider towards players at risk of addiction. Your obligation to comply with player protection measures arises not only from legal requirements but also from your duty of care to your customers.

I request a prompt written statement and expect you to seriously consider this matter. Should you not comply with my request, I expressly reserve the right to take legal action and involve the relevant supervisory and regulatory authorities.

Thank you for your support

Beschwerde und Rückforderung aufgrund fehlender Spielsperre und Verantwortungsverletzung

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da ich erhebliche Bedenken hinsichtlich der Handhabung meines Spielerkontos bei Zinkra.com habe und Sie zugleich auffordere, meiner Beschwerde nachzugehen.

Ich habe mich in der Vergangenheit bei Zinkra.com registriert, Einzahlungen vorgenommen und auch Auszahlungen erhalten. Aufgrund meiner Spielsuchtproblematik habe ich bereits eigeninitiativ eine Sperre für mein Konto veranlasst und Ihnen dies auch ausdrücklich mitgeteilt. Es war somit unmissverständlich klar, dass ich an einer Spielproblematik leide und besonderen Schutz bedarf.

Trotz dieser eindeutigen Sachlage wurde mein Konto nach Ablauf von sechs Monaten erneut eröffnet, ohne dass ausreichende Schutzmaßnahmen ergriffen wurden. Dies steht in deutlichem Widerspruch zu Ihrer Pflicht, gefährdete Spieler vor weiterem Schaden zu bewahren und Ihre Verantwortung gegenüber Ihren Kunden ernst zu nehmen.

In der Folge habe ich innerhalb kurzer Zeit erneut erhebliche Verluste erlitten – konkret in Höhe von 10.000 EUR. Diese Verluste wären vermeidbar gewesen, wenn Sie die Ihnen bekannte Spielsuchtproblematik beachtet und mein Konto dauerhaft gesperrt hätten.

Ich fordere Sie daher auf, den entstandenen Schaden in Höhe von 10.000 EUR entweder im Wege der Rückerstattung, als Kulanzleistung oder aus Ihrer Verantwortungspflicht als Anbieter gegenüber suchtgefährdeten Spielern auszugleichen. Ihre Verpflichtung zur Einhaltung von Spielerschutzmaßnahmen ergibt sich nicht nur aus gesetzlichen Vorgaben, sondern auch aus Ihrer Fürsorgepflicht gegenüber Ihren Kunden.

Ich bitte um eine zeitnahe schriftliche Stellungnahme und erwarte, dass Sie diese Angelegenheit ernsthaft prüfen. Sollten Sie meiner Forderung nicht entsprechen, behalte ich mir ausdrücklich rechtliche Schritte sowie die Einschaltung zuständiger Aufsichts- und Regulierungsbehörden vor.

Vielen Dank für Ihre Unterstützung

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Zinkra Casino. I have checked the responsible gambling policy of the casino and have found the following information:

If your gambling has become a problem, or if friends and family have expressed concern, we recommend contacting us to request a Permanent self-exclusion please contact us via live chat or email support@zinkra.com

Further Self Exclusion options can be found by visiting the Kahnawáke Gaming Commission

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify if your account is still open. 
• Please specify the first time you contacted the casino support to request self-exclusion.  
• Did you send your request via email or live chat? Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru.

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,

Natalia

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Good day

Zinkra.com also owes me €250. This is a deposit that was debited from my bank account but never made it to my zinkra.com account.

I reported my gambling problems six months ago, and then my account was suspended for six months. The provider knew about my gambling problems and exploited my addiction.

Here's all the evidence. Please help me.

Guten Tag

Zinkra.com schuldet mir auch noch 250 Euro. Dies ist eine Einzahlung, die von meinem Bankkonto gebucht wurde, aber nie auf mein zinkra.com Konto gegangen ist.

Ich habe bereits vor 6 Monaten auf meine Spielprobleme hingewiesen und dann mein Konto 6 Monate gesperrt. Der Anbieter wusste von meinen Spielproblemen und hat die Sucht ausgenutzt.

Hier alle Beweise. Bitte helfen Sie mir.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance. 

In response to your questions, I inform you of the following:

My player account has now been closed.

I submitted my first application for self-exclusion in March 2025.

I contacted them via support, and explicitly pointed out my ongoing gaming issues. I've already provided you with screenshots to prove this.

I have already provided you with all the self-exclusion requests I sent to the casino. I have no further documents.

I ask that you consider this information in your further review and look forward to your feedback.

in Beantwortung Ihrer Fragen teile ich Ihnen Folgendes mit:

Mein Spielerkonto ist mittlerweile geschlossen.

Den erstmaligen Antrag auf Selbstausschluss habe ich im März 2025 gestellt.

Die Kontaktaufnahme erfolgte über den Support, wobei ich ausdrücklich auf meine bestehenden Spielprobleme hingewiesen habe. Dies habe ich Ihnen bereits durch entsprechende Screenshots nachgewiesen.

Sämtliche Anträge auf Selbstausschluss, die ich an das Casino gesendet habe, habe ich Ihnen bereits zur Verfügung gestellt. Weitere Unterlagen liegen meinerseits nicht vor.

Ich bitte um Berücksichtigung dieser Angaben im Rahmen Ihrer weiteren Prüfung und erwarte Ihre Rückmeldung.

Dear player, please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email or message goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded - gambling addiction. 

I have reviewed the details that you shared while submitting your complaint. Unfortunately, there's no date in the conversation on the screenshots you shared, so we cannot check when that conversation took place.

Your message was not sent through the casino’s designated channel for such matters, which is support@zinkra.com. Casinos typically require these requests to go to a specific address or form so they can be processed correctly and without delay.

Was it the only attempt to contact the support and inform them about your gambling addiction? Have you ever tried to contact the casino via email?

When exactly did the casino close your account?

Account has been completely blocked since August 27th or so.

Zinkra.com should give me my money, ok.

Konto ist seit dem 27.8 oder so komplett gesperrt.

Zinkra.com soll mir mein Geld geben ok.

Dear player, would you be so kind as to forward me the self-exclusion request that you sent to the casino (not as a screenshot)? My email address is natalia.b@casino.guru. Thank you.

I need my money. Above all, my deposits haven't been credited.

Ich brauche mein Geld. Vor allem wurden auch Einzahlungen nicht gutgeschrieben.

This deposit was never credited, even though it was debited from my account. Isn't this fraud?

Diese Einzahlung wurde nie gutgeschrieben, obwohl von meinem konto abgebucht. Ist das nicht Betrug?

Dear player, can you please share the confirmation from the casino (if you received any) that your account was suspended after your first closure request in March? You mentioned that your account was suspended for 6 months, and then you were able to log in again? Did you receive any notifications from the casino about the suspension?

You also said the following:

"Account has been completely blocked since August 27th or so."

How did you manage to deposit on 1st September if you claim your account was blocked? I'm quite confused about the timeline of events.

Dear Aladin12345,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru