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I have been closed from all Genesis Global limited casinos due to a gambling problem on 02.10.2019 despite which I managed to play at the casino they operate at Kassu Casino. I managed to play at Kassu casino on December 28, 2019 580e and took home 400e, the disputed amount is 180e

I attached a trans copy of the chat service I received from Genesis global Limited, which supports my gambling addiction and my request to be closed.

I also sent a copy of my deposit to Kassu Casino.

Olen suljettu kaikilta Genesis Global limited kasinoilta peliongelman takia 02.10.2019 siitä huolimatta onnistuin pelaamaan heidän operoimassaan kasinossa kassu kasino. Onnistuin pelaamaan kassu kasinolla 28.12.2019 580e ja otin kotiutin 400e kiistan alainen summa on 180e

lähetin liitteeksi trans kopion chat palvelusta jonka olen saanut Genesis global limitedin yhtiöltä joka tukee peliriippuvuuttani ja pyyntöäni olla suljettu.

Lähetin liitteeksi myös kopion talletuksestani kassu kasinolle.

Dear Lolna123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you initially requested self-exclusion from Pelaa Casino?

Have you tried contacting Kassu Casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi, yes I asked for self-exclusion originally playing at the casino.

I have not contacted Kassu Casino, can I contact the casino through this.

could you kindly change my name in your top answer to keep my privacy thank you very much 🙂

Hei, kyllä pyysin itsesulkua alunperin pelaa kasinolta.

En ole ottanut kassu kasinoon yhteyttä, voiko kasinoon ottaa yhteyttä tätä kautta.

voisitko ystävällisesti vaihtaa nimeni ylimmässä vastauksessasi, jotta yksityisyyteni säilyisi kiitos paljon 🙂

Thank you for your reply, Lolna123. I have changed your name to your nickname. Please note, that we usually get involved if the player doesn't find the solution with the casino, or the casino fails to reply. The casino can often resolve the player's issue faster, as they have more insight into the player's activity than we do.

Therefore, my best advice in this situation would be to contact the casino. Then, I would like to kindly ask you to forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Dear Lolna123,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.