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I've been waiting for my account to be blocked for two weeks now. I've written several emails, and support only replied once, saying I need to contact VIP because, according to them, I'm somehow a VIP player, even though I didn't agree to that. I've written several emails to VIP and again to support, who claim they don't have a translator to handle my message. During this time, they were able to continue depositing and playing. It's absolutely terrible. They're not responding to my messages. I've now sent several more emails demanding they block my account, but I haven't received a reply in the last few days. This is a wonderful time, especially after losing a lot of money.

Ich warte seit 2 Wochen auf meine Kontosperrung , ich habe mehrere Emails geschrieben , die haben mir ein Mal geantwortet vom Support das ich mich an das VIP wenden muss , da ich irgendwie laut denen ein VIP Spieler bin , obwohl ich das nicht zugesagt habe ,hab dem VIP mehrere Emails geschrieben , und nochmal an den Support , von wegen die haben kein Übersetzer um sich auf meine Nachricht zu kümmern , konnte in der Zeit weiter einzahlen und spielen , absolut nicht schön , die reagieren auf meine Nachrichten nicht habe jetzt auch noch mehrere Emails geschrieben das sie mein Konto sperren sollen bekomme keine Antwort seit die letzen Tagen , das ist eine schöne Zeit vorallem wen man sehr viel Geld verloren hat.

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Dear D4646,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I've repeatedly asked them to close my account, as I no longer play, and I've told them I'm a gambling addict and banned from OASIS, but they haven't responded. They supposedly put me in VIP mode and told me I had to register, which I did. I didn't even agree to the VIP status, and support keeps telling me they don't have any German-speaking staff. I still haven't received a response from them.

Ich hab mehrmals darum gebeten mein Konto zu schließen , da ich nicht mehr spiele und habe denen gesagt das ich spielsüchtig bin und bei OASIS gesperrt und sie reagieren nicht darauf , die haben mich angeblich in VIP eingestuft das ich mich da melden muss habe es getan , ich hab das VIP nicht mal zugestimmt , und bei dem Support kommt immer wieder die Antwort das Sie keine deutsch sprechigen Arbeiter haben ich bekomme bis heute keine Antwort von denen

I deleted the emails because it's pointless anymore; they won't close my account. I'll never go on that site again.

Ich hab die Emails gelöscht weil es kein Sinn mehr macht die schließen mein Konto nicht werde nie mehr auf die Seite drauf gehen

Please close my account; I no longer wish to use Casino Guru.

Schließen sie mein Konto ich möchte Casino Guru nicht mehr benutzen

We’ve closing this complaint and the Casino Guru account in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.