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Hi, I blocked my account on 25.7. And I was promised that I would never be able to access that site again because of my gambling addiction. Now, despite that, I have been able to play on that site from then on and have lost thousands of euros. In this matter, I appeal to mga's reliable license and responsibility in revealing gambling addiction and the request for eternal bans and the promise of eternal bans. I would like to kindly ask for the money I lost from 25.7. onwards to be refunded because I have told them about my problem and I have been promised eternal bans on that site.

Moi, estin tilini 25.7. Ja minulle luvattiin etten pääse enään ikinä kyseiselle sivustolle peliriippuvuuden takia. Nyt olen siitä huolimatta pystynyt pelaamaan kyseisellä sivustolla siitä eteenpäin ja hävinnyt tuhansia euroja. Vetoan asiassa mga luotettavaan lisenssiin ja vastuullisuuteen peliriippuvuuden esiin tuomisessa ja pyynnöstä ikuisista estoista ja lupauksesta ikuisista estoista. Haluaisin ystävällisesti pyytää 25.7. Eteenpäin hävittyjäni rahoja takaisin koska olen kertonut ongelmastani ja minulle on luvattu ikuiset estot kyseiselle sivustolle.

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Dear Mntdw,

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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please 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 you an email with all the information you need for the situation.

Lähetin sähköpostiin kaikki tilanteeseen tarvittavat tiedot

Thank you for your emails. The player confirmed that the matter was resolved and the casino refunded him the money in the way he had requested.

Dear Mntdw,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru