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Hello. This casino let me register with the same email I had closed my account earlier. The earlier closure was most likely because of my gambling addiction. They refuse give me any info regarding this first account. Such as the reason for the closure. I think I shouldnt have been able to register with same email at least if my first account closure was due addict reason.

Dear Henh,

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. Do I understand correctly that you are not completely sure why you closed your first account? Do you currently have access to your casino account?

Could you please clarify the dispute value (€25)?

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

Best regards,

Kristina

I'm not 100% sure but i have closed a lot of accounts due my addiction. This site was familiar but i was able to register so I was confident I havent had any account. I asked later and they confirmed I have had an account with same email which I have closed. They refuse to give me any details such as a reason for this first closure or conversation I have had regarding this closure. I closed this account also due my addiction, so I dont have any access.

I deposited and lost that amount after my second account was made. However this shouldnt have been able to do if my first account was closed due my addiction. The case is I need to know why I closed my first account but they deny to give any details.

To be honest they have such a bad customer service. They close chat if you contact them and dont answer you questions. They have admitted that I have had two accounts there with same email but refuse to give any details of the first one.

Also I thought this is MGA but it seems they now have curacao lisence?

I now have the proof from them that Indeed I have had an account with them that was closed December 2022 without possibility to reopen. They still dont tell the reason for closure and deny to give copy of that closure conversation. I would like to know how it is possible to be able to make New account with exact same details, only difference is the username.

So they only told me that it is my total fault if im able to make a new account no matter if my old account is closed due addiction. And like I said all the details the same, only username different. Should it be casino's responsibility to block my details after I have closed my account due addiction December 2022? How can I know that I even have had an account if im able to make new one with same details.

I have copy of that live chat conversation where they admit that I have had account that I closed December 2022 without possibility to re-open. They still havent confirmed that did I say any reason for closure and I still dont have copy of that conversation. I can sent that conversation via email if needed.

Thank you very much for your reply, Henh. Do I understand correctly that you did not save the self-exclusion saved?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you now the copy of it.

So they basically say that it is totally my fault if I'm able to make a new account even if the first one is closed due addiction. Every detail was the same, only username different.

And I was able to deposit and lost 25 e with this new account.

So they still dont tell the reason for this first account closure. They have blocked my access to live chat. Also they only reply with their terms that says you cant open an account if you are an addict. Is It true that if I close my account with addiction reasons, casinos dont have to block those details and im allowed to make new account with the same details?

I have sent many emails asking what was the reason for my first account closure December 2022. They keep answering with quote with their terms that you cant open an account if you are an addict. But as you saw from that chat conversation I sent you that they admitted that I have had two accounts and also the first one has not been able for re-open. I dont see any other reason than closure addiction reasons that would keep the account closed without option for re-opening. Basically if that is the case, they have not blocked my details from registering after that December 2022. I hope you can get answer/proof what was the reason that I gave when i closed my first account with them, thank you.

Henh, I am afraid that if you do not have the self-exclusion request in which we clearly see you informed the casino about your gambling problem, we don't think you are entitled to a refund. We could help only if you clearly expressed your problems and the casino refused to close your account, let you reopen your old account, or create a new one.

Since it seems your account has already been closed, at this point I can only recommend that when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the best way to self-exclude is via email. 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. With such a request you also have a better chance to refund any deposits made after this request.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

But the case is I have done it but they refuse to give copy of that conversation. They have blocked my access to their chat and they dont answer my emails. I have close my account permanently December 2022 due my gambling addiction. I was able to make new account this month with same details. So what you can help me now with is to get that closure conversation from December 2022. I would appreciate that.

I apologize, but without the original self-exclusion request, we are not able to proceed with a case like this.

We would like to help you, but it’s impossible for us at this time. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.

Due to the aforementioned reasons, this complaint will now be rejected. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.