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Hello! I have a problem with online betting and I am in a vulnerable situation. I have submitted several declarations to be registered with the National Revenue Agency online, and I have tried to delete my profile. I have repeatedly written that I have lost substantial amounts and have a gambling addiction, and I would like to delete my profile. Despite my situation, my account has never been deactivated. I have never been asked for a summary of my deposits, which have reached thousands per day. I would like to request a refund of at least half of the funds.

Здравейте! Имам проблем с онлайн залозите и се намирам в уязвима ситуация. Подавала съм няколко пъти декларации за вписване в регистъра на НАП онлайн и съм се опитвала да изтрия профила си. Многократно съм писала, че съм загубила големи суми и имам зависимост и бих искала да изтрия профила си. Никога до сега не ми е отказвано активиране на профила въпреки ситуацията в която се намирам. Никога не ми е поискана справка за депозитите, които правя, които на ден са стигали хиляди. Бих желала да получа въвръщаемост поне на половината от средствата

Dear dannybloo97,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and a 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance. 

Best regards, 

Dominika

Hello! I don't have screenshots of the specific requests because they were in chat. They replied that I could self-exclude at any time, but always after that my account was valid for recovery despite everything and was not deleted. I have a statement of losses against my profits.

Здравейте! Нямам скрийншоти на конкретните молби, защото са били в чат. Отговаряли са ми с това, че мога да се самоизключа по всяко време но винаги след това акаунта ми е бил валиден за възстановяване въпреки всичко и не е бил заличван. Имам справка за загубите спрямо печалбите си.

Dear dannybloo97, the self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

Please request the self-exclusion again, following the instructions below:

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear dannybloo97,

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.