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Hi Team,

I had requested both my accounts from telegram to be closed and the account on the website which are the same. However they only closed the telegram one which caused my addiction to get the better of me and for me to lose $2000 in LTC to them. I specified on telegram live chat that I want both closed due to a gambling problem and they only closed my telegram one. That's against responsible gambling guidelines.. They are supposed to keep the player safe and they did not attain that or do that.

Hello sati725,

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).

Can you please clarify if you did mention addiction to them?

Thank you very much in advance for your reply.

Best regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi I did state due to a gambling problem yes when I asked for it to be self excluded. They admitted fault however have not proceeded to refund me yet and keep sending me offers over telegram and email. Please tell me your email as I will send you the evidence of there actions and how they admitted the mistake they made however did not refund me yet.

I just sent it to Nikolas.b@casino.guru !

Hi, I haven’t received any update whatsoever..

They will not truthfully answer if I’m getting a refund or not even though I followed all the right procedures and informed them of my gambling issues and even there own support admitted there mistake.

I have not received any update… please help nick…

Dear Sati725,

I hope this message finds you well. I wanted to follow up regarding the live chat conversation, as it did not confirm any details about a refund but mentioned that they would address the issue further.

Could you kindly let me know if you’ve received any updates from their email support, or if you’ve had a chance to reach out to them independently?

Looking forward to your response.

Best regards,

Nick

I’ve tried to reach out to them without any reply, and the live chat conversations we’d have to get from them as I don’t have every single one. I haven’t received any updates and have tried to reach out to them!

Even over telegram I stated I have a bad gambling problem and live chat however no one ever really helped me until I lost enough.

Can you ask them for the transcript of all the conversations? I will as well.

Dear Sati725,

Thank you for the provided communication.

Can you please clarify when exactly did you receive the message regarding the refund.

Please keep in mind that a standard withdrawal may take up to 14 days and in such cases of refund, it might take even a bit longer.

Awaiting your response.

Regards,

Nick

Hi Nick,

it was through chat where they admitted they made a mistake and to await it, however I have not received a single update since. That’s what the issue is as I indicated gambling problems to them and they closed one part of my account not both when I clearly asked for both to be closed.

hi Nick, happy new years, could you possibly get the casino to step in and communicate because they are not replying to me.

Hi Nick,

I haven’t received any update whatsoever can you ask the casino for there update. As I did inform them of everything and nothing was done.

Please see attached screenshots in email. It’s in regard to this I’d like to invite the casino to talk.

Hi Team,

any update in regard to this?

Dear Sati725,

Upon further review of the documents you forwarded, I’ve noticed that the refund confirmation you provided is not even from the specific casino in question. Unfortunately, this makes it irrelevant to your case, and we currently have insufficient evidence to move forward.

To clarify, the casino has only stated that they are reviewing your case, not that they have agreed to refund your deposit. Furthermore, you have not provided any evidence indicating that you explicitly requested an exclusion, the exact date of your request, or proof of deposits made between being blocked on Telegram and the casino’s website.

Please forward the above-mentioned evidence. Without it, we are unable to contact the casino and advocate for your case effectively.

Looking forward to your response.

Best regards,

Nick

I sent you proof of them knowing I requested it before but I don’t have the messages from prior. I asked for a self exclusion on both due to a gambling addiction, could we possibly invite the casino to elaborate more? Please don’t close this I’m getting more evidence.

Dear Sati725,

We can't contact the casino without a bulletproof evidence from the player.

The casino could simply ignore everything you claim and not provide any additional evidence.

I will prolong the timer by 7 more days for you to provide the evidence requested otherwise we will be forced to close the complaint.

Regards,

Nick

Dear sati725,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.