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Hey dears, I self-excluded myself from chips.gg but was still able to continue playing afterwards. The self-exclusion was intended for 30 days but in reality it was active for a maximum of 2 days, after which (the casino ran an update) it was somehow reset with the update. In that time I've lost about $18,000. The operators tell me I canceled my self-exclusion myself, but that's definitely not true. What do you think you can do about it?

The boss and operator of the casino, with whom I spoke directly, first said that self-exclusion is only possible via email, then I informed him that I had done it via the platform and that it had to work. And then the operator tells me that I didn't do that. And 1 minute later after I told him I know my rights he says I picked it up myself. I'm being taken for a ride here, I wouldn't want to put a customer like me on cooldown either...

Hey ihr Lieben, ich habe mich von chips.gg selbst ausgeschlossen war aber danach dennoch in der Lage weiterzuspielen. Der Selbstauschluss war für 30 tage vorgesehen aber in Realität maximal 2 Tage aktiv, danach ( das Casino hat ein Update gefahren) wurde es mit dem Update irgendwie zurückgesetzt. Nun habe ich in dieser Zeit ca. 18.000$ verloren. Die Betreiber sagen mich ich hätte mein Selbstausschluss selber aufgehoben das ist aber definitiv nicht wahr. Was meint ihr kann man da etwas machen?

Auch sagt der Chef und Betreiber des Casinos mit dem ich direkt gesprochen habe zuerst das man den Selbstausschluss nur über E-Mail möglich ist, danach habe ich ihm mitgeteilt das ich es über die Plattform gemacht habe und es ja auch zu funktionieren hat. Und danach sagt der Betreiber mir das ich das nicht getan hätte. Und 1 Minute später nachdem ich ihm mitgeteilt habe das ich meine Rechte kenne sagt er ich hätte es selbst aufgehoben. Ich werde hier hochkantig verarscht, so einen Kunden wie mich würde ich auch nicht gern auf cooldown setzen ...

Hello concorde,

I think it would be best if you submit a complaint - you can do so here

Prepare your email where you ask for self-exclusion because of gambling addiction and preferably any screenshot you have concerning your communication with the casino.

This is a serious issue and we have to review what has happened.

I just had the exact same problem I self excluded myself October 1 and I was able to continue playing I don’t know how much I lost after Oct 1st because they shut down my account now and said I made a deal with a manager to keep it open but i NEVER talked to them on the phone so I asked where is the email or text stating I made a deal with a manager after asking to be self excluded unbelievable and they never replied

I'm trying to understand what happened there. You've contacted them on the 1st of October and the manager replied on the 25th? What happened between the 1st and 25th of October? You kept playing there, but didn't attempt to contact them again regarding the account that remained open?

I inadvertently continued playing there and when I realized that I self excluded myself from them when I went thru my sent email on the October 23 or or 24 or even prior to that but they just replied back yesterday saying I made a deal which is a total lie and I asked for that documentation and they never supplied it to me and cancelled my account I told them I have an issue gambling since prior to that email October 1st and they talked me into playing with great bonus offers so I gave them another chance in September but Oct 1st I said that’s it and never texted or emailed or received anymore info after that and I played a few times after October 1st not realizing I self excluded and I don’t know how many times I deposited between October 1st and October 25th because they closed my account yesterday did you look at player called Concorde on casino gurus complaint why didn’t they self exclude when he asked? They are praying on people with gambling addictions I’m not asking for my 30 or more deposits prior to October 1st and never even getting close to winning as I said that’s a whole other issue and I just want my Bitcoin back from October 1st and move on with my life and not gamble anymore thanks for your help my wife is a mess

Danielle it’s much easier to send you my emails to data@casino.guru please look for it

thanks

I guess it's much easier to submit a complaint and paste relevant info right there. 🙂

Me and Daniel, we are not part of the complaint or the Data team.

I don’t understand no worries I’m going away thanks for all your help

Have you noticed that Nick is waiting for your reply? It would make more sense to answer him in the complaint, otherwise, it won't develop further. I hope that now you understand.

Sure