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On May 31st, I requested that my account be deleted due to my addiction.

On June 1st, I received confirmation that my account had been closed.

Since then, I constantly receive emails with bonuses.

I was still able to log in and deposited another €396.

My account was never deleted, and they continued to try to get me to play!

I therefore request that the account be closed and my deposits of €396 be refunded. This clearly violates the guidelines!

Am 31.05. habe ich gebeten mein Konto zu löschen auf Grund meiner Sucht.

Man 01.06. kam die Bestätigung, dass mein Konto geschlossen wurde.

seitdem bekomme ich ständig mails mit Bonis.

habe mich immernoch einloggen können und wieder 396€ einbezahlt.

mein Konto wurde nie gelöscht und weiter wurde versucht mich zu animieren zu spielen!

Ich bitte daher um Schließung des Kontos und um Erstattung meiner Einzahlungen in Höhe von 396€. Es wurde klar gegen die Richtlinien verstoßen!

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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 31 May, together with the casino's response and all subsequent communication, at veronika.f@casino.guru?
• When exactly was your account reopened? Did you ask the casino to reopen it, or was it reopened automatically?
• How often did you receive promotional offers from this casino after you were self-excluded? Please forward the promotional emails you received from the casino as well.
• Is your account still open, or has the casino blocked it in the meantime?

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

The account was never closed. I forwarded everything. The account is still active.

Konto war nie geschlossen. Habe alles weitergeleitet. Konto ist weiterhin aktiv.

I received an email yesterday. Apparently, I violated the guidelines and won't receive any money. However, my request for deletion was simply ignored. I forwarded the email.

Habe gestern eine Mail erhalten. Angeblich habe ich gegen die Richtlinien verstoßen und erhalte kein Geld. Mein Antrag auf Löschung wurde allerdings einfach ignoriert. Habe die Mail weitergeleitet.

Dear benediktmerkel

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello benediktmerkel, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of MonsterWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I received another email from the casino. Everything was rejected again. I forwarded it.

Kam wieder eine Mail vom Casino. Wurde wieder alles abgelehnt. Habe sie weitergeleitet.

Thank you for the forwarding, dear benediktmerkel. I am trying every possible avenue to get in touch with the casino representatives, but so far with no luck. Unless they engage in open conversation and mediation, I will be forced to close this complaint as unresolved, with all the negative impacts it entails. Hopefully it won't come to that.

Dear all,

Thank you for the patience.

We would like to inform you that we are working on the request with the highest priority. Once there is any update we will inform you immediately.

Best regards,

Monsterwin Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.