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Good day,

I first requested self-exclusion from the aforementioned online casino via email on May 23rd at approximately 10:00 AM – for my own protection due to my gambling addiction. I stated the reason. I sent another email on May 26th.

Since then, I have been able to deposit a further €900, which I would like to have refunded, as the self-protection measures were not observed.

I have currently requested a payout of €500. This results in a difference of €400.

I request payment of the €500, immediate self-exclusion, and a refund of the difference of €400.

Furthermore, I must inform you that I had my player account blocked back in 2023 for my own protection. However, it was reopened without my request, and I received advertising again, which led me to play with that provider again.

I would be very grateful for your help. Thank you so much!

Guten Tag,

bei dem oben genannten Online Casino habe ich am 23.05 um ca. 10:00 Uhr erstmalig einen Selbstausschluss per Mail beantragt - zum Selbstschutz, aufgrund meiner Spielsucht. Den Grund habe ich angegeben. Nochmals habe ich am 26.05. eine Mail geschickt.

Ich konnte seitdem weitere 900€ einzahlen welche ich zurückerstattet haben möchte, da der Selbstschutz nicht eingehalten wurde.

Aktuell habe ich 500€ zur Auszahlung beantragt. Somit ergibt sich eine Differenz von 400€

Ich wünsche die Auszahlung der 500€, sofortigen Selbstausschluss, sowie eine Rückerstattung der Differenz von 400€

Zudem muss ich mitteilen, dass ich bereits 2023 mein Spielerkonto habe sperren lassen, um mich zu schützen. Dieses wurde allerdings ohne meinen Wunsch nun wieder geöffnet und ich habe wieder Werbung erhalten, sodass ich wieder bei dem Anbieter gespielt habe.

Ich wäre Ihnen sehe dankbar für Ihre Hilfe. Vielen Dank!

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Stay safe.

Dear Jason12,

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

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Do you have complete access to your account, or is it restricted in any way?
• Could you please forward all self-exclusion request emails, along with the casino's response? My email address is jean.s@casino.guru.
• Did you send the request from your registered email address linked to your casino account?
• Could you please post a screenshot of your deposit history from May 23 to present?

Your cooperation in providing these details will help us investigate and work towards a resolution. I look forward to your reply.

Best regards,

Jean

Good day,

I have sent you an email with various attachments.

I currently have unrestricted access. I sent the self-exclusion email from the email address I used to register.

I would like to reiterate that there is currently an open withdrawal of €500. I was able to deposit €900, so there is currently a difference of €400 once the withdrawal has been successfully completed.

Thank you so much for your help.

Guten Tag,

ich habe Ihnen eine E-Mail mit diversen Anhängen zugeschickt.

Aktuell habe ich uneingeschränkten Zugriff. Die Mail zum Selbstausschluss habe ich von der E-Mail Adresse abgeschickt, mit der ich registriert bin.

Ich möchte allerdings nochmals erwähnen, dass es aktuell einen offenen Auszahlungsvorgang von 500€ gibt. Ich konnte 900€ einzahlen, somit ergibt sich aktuell eine Differenz von 400€, sobald die Auszahlung erfolgreich beendet wurde.

Vielen Dank für die Hilfe.

Hello, I can confirm that my self-exclusion has now been processed. However, I am still waiting for my €500 payment and a refund of the €400 difference.

Guten Tag, ich kann bestätigen, dass mein Selbstausschluss nun bearbeitet wurde. Allerdings warte ich noch auf meine Auszahlung der 500€, sowie eine Rückerstattung der 400€ Differenz.

Good day,

I would like to inform you that my payment of €500 has been processed.

I request a refund of €400.

Guten Tag,

ich möchte Ihnen mitteilen, dass meine Auszahlung der 500€ stattgefunden hat.

Ich bitte um die Rückerstattung der 400€

Hello Jason12,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I am happy to hear that you have successfully self-excluded your account and you have received €500.

Could you please clarify the length of your self-exclusion?

Could you please forward all casino's responses to your self-exclusion requests? This is to check if the casino had responded accordingly.

Did you request a withdrawal of the €400 before the account was closed?

On December 25, 2023, I submitted a request for irrevocable blocking/deletion. I was asked for the reason and stated that I had lost too much money and wanted to protect myself.

I was then able to deposit over €900, initiated a self-exclusion (indefinite period) on May 23rd, repeated it on June 26th, and this was implemented on May 29th. The €500 payout has been completed, but there is still a difference of at least €400, which I would like to have refunded.

I would be happy to send you the existing email correspondence from 2023.

Am 25.12.2023 habe ich einen Antrag auf unwiderrufliche Sperrung / Löschung gestellt. Ich wurde nach dem Grund gefragt und ich habe angegeben, dass ich zu viel Geld verloren habe und mich schützen möchte.

Dann habe ich über 900€ einzahlen können, am 23.05. einen Selbstausschluss (unbestimmte Zeit) gestellt, am 26.06 nochmals und am 29.05 wurde dieser dann umgesetzt. Die Auszahlung der 500€ ist erledigt nun gibt es noch eine Differenz von mindestens 400€, welche ich gerne zurückerstattet haben würde.

Gerne sende ich Ihnen den vorhandenen Mailverkehr von 2023 zu.

Thank you for your update.

If possible, could you please forward all casino's responses to your self-exclusion requests for both 2023 and emails from May 23, 2026, and May 27, 2026 to jean.s@casino.guru?

After you sent the email on May 27, did you ask for a refund for the deposits you made that day before your account was closed? If so, please forward the email as well.

Good day,

I have forwarded the emails to you again.

I have not yet submitted a written request for a refund.

Guten Tag,

ich habe Ihnen nochmal die E-Mails weitergeleitet.

Eine Anfrage zur Rückerstattung hatte ich bisher nicht schriftlich gemacht.