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The problem is that I'm a compulsive gambler and I've uploaded more or less a hundred times, I've spoken to live support over and over again but they can't close my profile strangely enough, you can't even take screenshots of the chat because they have a block like photos on WhatsApp, so nothing, they let me send the email and before they responded to me so 2 days later and more money wasted. Now I'm here trying to talk to them because it's not normal that support can't close my profile given my problem and then because they closed my profile without giving me back the money I had on it.

Il problema é che io sono un ludopatico e ho caricato bene o male un centinaio di volte, ho parlato piu e piu volre con l'assistenza live ma non ppssono chiudere il profilo stranamente s stranamente non puoi nemmeno fare gli screen alla chat perche hanno il blocco come per le foto su whatsapp, quindi niente mi hanno fatto mandare la mail e prima che mi rispondessero quindi 2 giorni dopo e altri soldi buttati. Ora sono qui che sto provando a parlarci perche non é normale che l' assistenza non mi possa chiudere il profilo visto il mio problema e poi perche mi hanno chiuso il profilo senza rendermi i soldi che avevo sopra

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Dear david19988,

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 sent the email, but I already did the self-exclusion, but for these sites it doesn't count for anything.

Ho mandato la mail, comunque lautoesclusione l'ho già fatta ma per questi siti qui non conta niente

Any news? I tried to write to them again but nothing, I don't know what to do anymore, I'm going crazy.

Novita? Io ho provato a scrivere di nuovo anche a loro ma niente, io non so più che fare, sto smattando

What should I do? I also tried to talk to their customer service, they said they would follow up but nothing doing.

Che devo fare? Ho provato a parlare anche con la loro assistenza, hanno detto che sollecitano ma niente da fare

Thank you for the email with the screenshots. Could you please clarify what the real-money balance in your account was at the time the casino closed it?

I don't know exactly because I haven't been able to log in for almost a month now, but I've wanted the money back since I asked for the account to be closed, which is more than €300, and I actually asked customer service before, but nothing, they didn't let me close it.

Di preciso non lo so perché ora é quasi un mese che non posso più entrare, ma io vorrei i soldi da quando ho chiesto la chiusura del conto che sono più di 300€, e anzi all'assistenza l'avevo chiesto anche prima ma niente, non me l'hanno fatto chiudere

They did as they pleased, they closed it when they wanted, at least a discussion to understand since I can't talk to them because they never answer and do as they please

Hanno fatto come li pareva, me l'hanno chiuso quando volevano loro, almeno un confronto per capire visto che non ci posso parlare con loro perche non rispondono mai e fanno come gli pare

Thank you for your responses. I have reviewed the screenshots you sent me, and so far, I have not found any messages mentioning gambling addiction. Have you stated this as the reason for your account closure requests? If so, kindly forward me the emails to veronika.f@casino.guru. Thank you for your cooperation.

I sent the email plus the last piece of bullshit they gave me, I can't take it anymore. I need more than €900 back and they gave me €9.

Ho mandato la mail piu l'ultima presa per il culo che mi hanno rifilato, non ne posso più. Devo riavere piú di 900€ e me ne hanno dato 9€

Thank you for your email.

Unfortunately, during our investigation, the screenshots you provided did not explicitly mention gambling addiction. Because of this, we cannot consider the casino to have failed in applying its responsible gambling measures, and we are therefore unable to request a refund of the deposits you may have lost after your account closure requests.

For future reference, if you wish to self-exclude due to gambling addiction, it is important to clearly state this reason when contacting the casino, so that the casino can correctly apply the relevant responsible gambling procedures.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Best regards

Veronika

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