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Very dear team

My wife had her account blocked by email at the beginning of March because of player problems so self-protection.

Unfortunately, I now had to find out that the blockage was not adhered to and about 8000 euros were gambled away

This is called player protection and I am sure that it is not legal

With best regards

Elmar

Sehr geehrtes Team

Meine Frau hat sich per Email Anfang März wegen Spielerprobleme also Selbstschutz das Konto sperren lassen.

Leider musste ich jetzt feststellen das die Sperrung nicht eingehalten wurde und ca 8000 Euro verspielt wurden

Das nennt man Spielerschutz und ich bin mir sicher das es nicht rechtens ist

Mit freundlichen Grüßen

Elmar

Dear Elmo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

Please understand that if we are supposed to help your wife, she needs to contact us on her behalf. We shouldn’t discuss any third party information with you.

Please advise your wife to submit a new complaint https://casino.guru/complaints/create.

Thank you in advance for your understanding.

Best regards,

Petronela

Hello Petronela

Now I answer myself

I let myself be banned, a difficult step and self-protection as a problem player

The ban was not applied and I gambled away money again that I now want again in the sense of the player protection that was not adhered to

Thank you VG Petra

Hallo Petronela

Jetzt Antworte ich selber

Ich habe mich sperren lassen, als Problemspieler ein schwerer Schritt und Selbstschutz

Die Sperre wurde nicht getätigt und ich habe wieder Geld verspielt das ich jetzt im Sinne des nicht eingehaltenen Spielerschutzes wieder möchte

Danke VG Petra

Hello Petra,

As I mentioned earlier to your husband, could you please submit a new complaint using your email address and creating your own profile just to make sure that we don’t share any personal information and data with a third party? As soon as you confirm that a new complaint has been submitted, I will reject this one. Thank you very much for your understanding and cooperation. 

Hello

I filed a new complaint yesterday

thanks

Hallo

Ich habe eine neue Beschwerde bereits gestern eingereicht

Danke

As I mentioned earlier to your husband, could you please submit a new complaint using your email address and creating your own profile on our website just to make sure that we don’t share any personal information and data with a third party? The complaint which has been submitted yesterday was filed from your husband's profile "Elmo".

You have submitted another complaint using your husband’s Casino.Guru profile. I would like to ask you once again to create your own profile on our website and submit a brand new complaint using your credentials. Please do understand that if we wish to continue with this case and contacting the casino will be the next step, it would be confusing and unreliable to use your husband’s profile. It may suggest that it isn’t you personally who’s communicating with us and what’s even more serious, that it wasn’t you who has played in the casino. Thank you in advance for your cooperation and understanding. 

As another profile has been used to submit a new complaint, I will reject this one in our system now as unjustified.