Starda Casino - Jogador negou reembolso após falha na solicitação de autoexclusão.

About a week ago, on April 5th, 2024, I had requested the live chat to block me, which never happened and I continued to play, consequently losing €11,000 yesterday, on April 12th. I had asked for the money to be refunded because I had already stated a week earlier that I wanted a block, but I was told there would be no refunds. Consequently, I informed my bank to withdraw the money, and was banned from all Galaktikanv casinos, even though I had only directed my request to Stardas. I feel cheated out of my money and would like it back. I initiated legal action against the casino immediately yesterday, and I hope to be successful.

Hatte vor eine Woche am 5.4.24 an den live chat die bitte getätigt mich zu sperren was nie geschah und ich weiter hin spielen konnte und habe so mit gestern am 12.04 und die 11000€ verspielt auf der bitte mit das geld zurück Zuzahlen weil ich eine woche vor her schon sagte ich möchte gerne eine sperre habe wurde mir gesagt es gibt kein geld zurück darauf hin habe ich meiner Bank mitgeteilt sie solle das geld zurück ziehen und ich wurde in allen casinos von galaktikanv gesperrt ob wohl ich die bitte nir an starda gerichtet hatte. Ich fühle mich betrogen um mein Geld und würde es gerne wieder haben habe auch schon gestern sofort rechtliche Schritte eingeleitet gegen das casino und hoffe das ich erfolg habe.

Hello hagensascha5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear hagensascha5,

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.

Good evening

I wanted to get banned because I didn't think the offers were that great and I tried playing there a week later because I wasn't banned in the hope that things would go better

Guten Abend

Ich wollte mich sperren lassen aus den Grund weil ich die Angebote nicht so super fand und habe es dennoch mal 1 Woche später versucht da ich nicht gesperrt war da zu spielen in der Hoffnung das es besser läuft

Dear hagensascha5,

As stated above, self-exclusion serves only for gambling addiction. Any other way of account closure may be reverted anytime by simply requesting it.

I suffer from a gambling addiction, which I did not disclose. However, I was not blocked or had a ban lifted.

Ich leide an spielsucht was ich da aber nicht angeben habe. Dennoch wurde ich nicht gesperrt oder habe eine sperre zurück gezogen.

Dear hagensascha5,

Please request the casino for self-exclusion properly mentioning gambling addiction and let us know the outcome.