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I asked the support several times for a self-exclusion regarding problems with gambling. The casino has not responded for a long time (until today no message by email). Of course, I continued to deposit during that time. At some point my account was closed

Ich bat den Support mehrfach um einen Selbstauschluss bezüglich Probleme mit Glücksspiel. Das Casino hat lange Zeit nicht reagiert (bis heute keine Nachricht per Email) ich habe in der Zeit natürlich weiter eingezahlt. Irgendwann war mein Konto dann geschlossen

Dear Alexander,

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

Could you please forward emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked general terms and conditions, and this is what I found https://www.madmoneycasino.com/en/static-texts/terms-and-conditions:

„RESPONSIBLE GAMING/GAMBLING

For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@madmoneycasino.com."

Is the email address mentioned above, that one, you have sent your emails to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Thank you for your response!

I did not write directly by email, the casino has a LiveChat and a contact form, I must have used the contact form 4 times to bring my request to the casino, unfortunately I did not take any screenshots. Since my account is now really blocked, the casino must have received the emails about it.

Hallo,

vielen Dank für Ihre Antwort!

Ich habe nicht per Email direkt geschrieben, das Casino hat einen LiveChat und ein Kontakformular, ich habe bestimmt 4 mal das Kontaktformular benutzt um mein Anliegen an das Casino heran zu tragen, leider habe ich davon keine Screenshots gemacht. Da mein Konto mittlerweile aber wirklich gesperrt ist muss das Casino darüber die Mails ja erhalten haben.

Thank you very much, Alexander, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with?

For the future references, I would always suggest contacting the casino by email, stating all the important information. Sending an email is the best way to request account closure or self-exclusion as you follow the terms and conditions, and, most importantly, you have a proof of such action. 

Thank you in advance for your reply.

Good day,

my problem was not solved.

I asked to block my account early on and there was no response.

I want back the money I lost while the casino was inactive due to addiction.

Guten Tag,

mein Problem wurde nicht gelöst.

Ich habe frühzeitig um Sperrung meines Kontos gebeten, worauf nicht reagiert wurde.

Ich möchte das Geld zurück, welches ich in der Zeit der Untätigkeit des Casinos aufgrund der Sucht verloren habe.

Dear Alexander,

Since you haven’t saved any screenshots, could you please advise about the timeline?

• When you have first time contacted the Live chat and used the contact form?
• How many deposits you have placed afterwards? (please forward your bank statement, or a similar supporting evidence.)

Dear Alexander,

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

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

The player can reopen this complaint anytime.