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Good evening 17/5/2025 I did an indefinite self-exclusion in the bookmaker as I have a problem with gambling and a year later 17/5/2026 my account was opened without me ever requesting the lifting of the self-exclusion. I understood this when I saw messages in my email that they were giving me a bonus and I entered their page and the account was normally open and so I lost 1100 euros in 3 days. Their answer when I asked why they opened my account without asking was that I had done a one-year self-exclusion and then it was opened automatically, which is not true. Then I sent them a message-complaints by email telling them to send me proof that I did a one-year self-exclusion and not an indefinite one and I requested a refund of the money I lost while the account should not have been open and they answered me that they forwarded the matter to the relevant department and will respond to me as soon as possible. What should I do from now on?

Καλησπέρα 17/5/2025 έκανα αυτοαποκλεισμο αόριστης διάρκειας στην στοίχηματικη καθώς αντιμετωπίζω πρόβλημα με τον τζογο και ένα χρόνο μετά 17/5/2026 ο λογαριασμός μου άνοιξε χώρις ποτέ εγώ να ζητήσω άρση του αυτοαποκλεισμου.αυτο το κατάλαβα όταν είδα μηνύματα στο mail μου που μου δίνανε κάποιο μπόνους και μπήκα στην σελίδα τους και ήτανε κανονικά ανοιχτός ο λογαριασμός και έτσι εχασα 1100 ευρώ μέσα σε 3 μέρες .Η απάντηση τους όταν ρώτησα γιατί μου άνοιξαν τον λογαριασμό χωρίς να το ζητήσω ήταν ότι είχα κάνει αυτοαποκλεισμο ενός έτους και μετά άνοιξε αυτόματα γεγονός που δεν ισχύει.επειτα τους έστειλα μήνυμα -καταγγελια σε mail λέγοντας του να μου στείλουν αποδείξεις ότι έκανα αυτοαποκλεισμο ενός έτους και όχι αόριστης διάρκειας και ζήτησα επιστροφή των χρημάτων που έχασα ενώ δεν θα έπρεπε να είναι ανοιχτός ο λογαριασμός και μου απάντησαν ότι προώθησαν το θέμα στο αρμόδιο τμήμα και θα μου απαντήσουν το συντομότερο δυνατόν.Τι να κάνω από εδώ και πέρα .

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request that you sent to the casino on 17/5/2025, along with the casino's response and the confirmation that you were self-excluded? My email address is veronika.f@casino.guru.
• Is your account currently closed, or is it still accessible?

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

Best regards

Veronika