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Unfortunately, after three years, I've relapsed into my gambling addiction. In 2023, after years of torment, thanks to Casino Guru, I finally managed to get my account closed permanently with a paltry €3,000 settlement, which I accepted just to be done with it. Well, since February of this year, I've been ignoring them as best I could, but they started emailing me again to try and bring me back. I signed an agreement with them in 2023 stating that I wouldn't try to rejoin and they would never offer me anything again. After ignoring them as best I could, I finally relapsed this week, and they reopened my account this time with €200 in real money, restoring my VIP benefits. I know the problem is mine, but they haven't honored the agreement, and their numerous offers have contributed to my relapse. I need to take action on this matter. I'm sending you the agreement signed in 2023 and the first emails and text messages from this year. After that, I'll send you anything else you request that I have. I need a solution because I've had many health problems for years due to my gambling addiction. I want my account closed again, of course. I haven't spent too much money lately, but I don't know what might happen. I want compensation commensurate with everything I've been through these past years. Thank you very much.

Por desgracia después de 3 años he recaído con mi adicción al juego.En 2023 después de años de tortura, gracias a Casino guru conseguí que cerrarán mi cuenta definitivamente con una misera indemnización de 3000 euros pero acepté con tal de terminar con aquello.Pues bien,desde febrero de este año he ido ignorando como he podido pero volvieron a mandarme emails para volver Yo firme un acuerdo con ellos en 2023 donde yo no volvería a intentar entrar de nuevo y ellos no me ofrecerían nunca nada más. tras ir ignorando como pude al final recaí esta semana donde me reabrieron la cuenta esta vez con doscientos euros en dinero real recuperando mis beneficios VIP. Yo sé que el problema es mío pero no han respetado el acuerdo y sus múltiples ofertas han influenciado en que yo haya recaído. Necesito tomar medidas en el asunto os envío primeramente el acuerdo que se firmó en 2023 y los primeros email y sms de este año a partir de ahí os mando lo que me pidáis y yo tenga y necesito una solución ya que son años de muchos problemas de salud debido a mi adicción al juego. Quiero que se vuelva a cerrar mi cuenta por supuesto, en estos días aún no he gastado demasiado dinero pero no sé lo que puede pasar. Quiero una indemnización acorde a todo lo que he pasado estos años.Muchas gracias.

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Dear Rakeloviedoxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Gaming is all about Fun, in order to keep it that way we do our utmost to protect you. We acknowledge that although online gambling should be an exciting entertainment, it may hold a captivating side, where some can bet beyond their means. If you need to talk about this at any time, please feel free to contact our trained staff.

To better undesŕstand your situation:

• Can you please confirm the date when you first requested your account to be permanently closed?
• Could you please clarify whether you are still able to log in to your account?
• Have you clearly stated in your request that you wanted to be permanently self-excluded and also excluded from any promotions?
• Have you clearly informed the casino about your gambling problem in the initial request? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Good morning. This went on for years until, thanks to you, my account was closed in April 2023 and I received €3,000 in compensation. I suppose you can find everything in my complaints; I can see it. They talked about my illness, permanent self-exclusion, and a thousand other things. I await your response.

Buenos días.esto duró años hasta que gracias a vosotros en abril de 2023 se cerró mi cuenta y se me indemnizo con 3000€.supongo que en mis quejas podéis encontrar todo,yo puedo verlo.se hablo de mi enfermedad,de autoexclusión permanente y mil cosas más.quedo a la espera

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rakeloviedo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra