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Hello, I'd like to briefly explain my problem.

I have played, won, and lost.

But then it became excessive, and I ended up with a lot of debt at the bank. This prompted me to contact my account manager to request the closure of my account as I had become very addicted to gambling. She didn't do this, so I contacted support and explained that I was very gambling-addicted and wanted a permanent account closure, but nothing was done. Then, I don't remember exactly, but either one or two weeks passed without playing, and I was able to curb my gambling addiction. However, this only lasted until the people from Palmslots tempted me back into playing with bonus credits and free spins. And then my gambling addiction got worse, and I lost a lot of money. My family found out about my gambling addiction as I could no longer keep it a secret. Several weeks ago, I decided again to contact the account manager and demanded that the casino finally close my player account and refund the money I deposited since my first account closure request. However, nothing happened until a few days ago when my account was closed without any notification. Finally, the account is closed, but I insist that the money I deposited since the beginning of July be refunded to me. Therefore, I am asking for help and mediation here.

Hallo, ich erläutere mal kurz mein Problem.

Ich habe gespielt gewonnen und verloren.

Doch dann wurde es exzessiv und ich hatte einen Haufen Schulden bei der Bank. Das hab mir den Anlass meine Account Managerin anzuschreiben damit sie meine Kontoschließung veranlasst da ich sehr Spielsüchtig geworden bin. Sie hat das nicht getan, dann habe ich den Support angeschrieben und erklärt das ich sehr Spielsüchtig bin und eine dauerhafte Kontoschließung möchte, würde aber nicht gemacht. Dann habe ich, ich weiß es nicht mehr genau 1 oder Wochen nicht gespielt und habe meiner Spielsucht einhalt geboten. Das ging aber nur soweit gut bis die Menschen von Palmslots mich mit Bonus Guthaben und Gratis-spins wieder zum spielen verleitet haben. Und dann wurde es schlimmer mit der Spielsucht, habe sehr viel Geld verloren. Und meine Familie hat von meiner Spielsucht erfahren da ich das nicht mehr geheim halten konnte. Vor einigen Wochen habe ich den Entschluss gefasst und wieder erst den Accountmanager angeschrieben und habe verlangt das, dass Casino endlich mal mein Spielerkonto schließt und mir das Geld das ich, seit meinem ersten Versuch der Kontoschließung eingezahlt habe wieder zurück haben möchte. Hat sich aber auch nichts getan, bis vor einigen Tagen mein Konto ohne irgendeine Nachricht geschlossen wurde. Endlich ist das Konto geschlossen aber ich bestehe darauf das das Geld das ich seit Anfang Juli eingezahlt habe mir zurück gegeben wird. Deshalb bitte ich hier um Hilfe und Vermittlung.

Dear eduardpfeifer50,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced in trying to manage your gambling activity and the impact it has had on you. I understand how frustrating it must be, especially when seeking assistance from the casino to close your account.

To help us gain a clearer understanding of your situation and proceed with the case, could you please clarify the following?

• Could you confirm the date when you first requested account closure, as well as any additional dates when you contacted the casino about this?
• Did the casino provide any response or explanation regarding their delay in closing your account, particularly after your initial request?
• Could you share if you received any specific communications from the casino regarding bonuses or free spins that might have influenced your return to play?

If you have any relevant communication with the casino, such as emails confirming your account closure requests, responses from your account manager, or promotional messages that tempted you back to play, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case and seek a fair resolution. Without further details from you, it would be challenging to fully address your concerns and take effective steps toward resolution.

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

I replied to this email:

I hope you received the screenshots, please let me know.

Ich habe ihnen auf diese E-Mail geantwortet: petronela.k@casino.guru

Ich hoffe sie haben die Screenshots erhalten, bitte um Rückmeldung.

Hi eduardpfeifer50,

Thank you for sharing your situation with us. We understand that seeking self-exclusion to manage a gambling problem can be difficult, and we commend your steps toward responsible play.

• Could you please confirm the exact date when your account was finally closed? This information will help us review the timeline accurately.

Additionally, please understand that without prior evidence of your self-exclusion requests, we have limited ability to pursue this case further. Documentation is essential for us to effectively mediate with the casino on your behalf. We strongly encourage keeping a record of such requests in the future to ensure they’re properly acknowledged.

Recommendations to the Player:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

We’d also like to remind you that self-exclusion and account closure requests should be strictly for protection and not as leverage for negotiating better bonus offers, as this can complicate the intended purpose of these requests.

Thank you for your cooperation, and please feel free to reach out with any additional information.

I can't confirm the date because I didn't receive any notification about my account being closed. But I took a screenshot. It was on November 6, 2024, before that I didn't know that the account was finally closed.

Ich kann das Datum nicht bestätigen da ich keinerlei Nachricht über die Schließung meines Kontos bekommen hatte. Aber ich habe einen Screenshot gemacht. Das war am 6. November 2024, davor wusste ich noch nicht das dass Konto endlich geschlossen wurde.

Hi eduardpfeifer50,

Could you kindly confirm if you made any deposits after October 10th, when you sent the self-exclusion request and informed the casino about your gambling problem?

Please know that we are only able to assist in recovering funds deposited after this date, as there is no saved communication to support that you informed the casino about your gambling problem prior to this.

Thank you for your understanding and cooperation.

Dear eduardpfeifer50,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.