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Hello everyone, I've repeatedly informed the casino about my gambling addiction and subsequently requested self-exclusion via email. I've only ever received a response stating that I need to fill out a form to block myself. Unfortunately, the form is limited to a maximum of 30 days. This means my account will be reopened in three days. However, I want the account permanently closed so I can't deposit any more money. I also want a refund for the amounts I've deposited during this period. After submitting my self-exclusion request, I couldn't fill out the form because I didn't have access to a printer. This only became possible later, and even after contacting the casino to see if it could be done without the form, they said no. I believe that when someone requests self-exclusion, it should be processed quickly, without the option to reopen the account, and with a maximum blocking period of only 30 days. This means I'll be able to play again in three days and deposit money again, even though I don't want to.

Hallo zusammen, ich habe das Casino mehrfach auf meine Spielsucht hingewiesen und daraufhin den selbst Ausschluss gefordert per E-Mail. Ich habe immer nur eine Rückmeldung bekommen, dass ich ein Formular ausfüllen muss um mich entsprechend zu sperren. Leider ist das Formular für maximal 30 Tage begrenzt. Somit wird mein Konto erneut in drei Tagen wieder eröffnet. Ich möchte aber eine dauerhafte Schließung vom Konto um nicht mehr einzuzahlen. Außerdem möchte ich eine Erstattung der Beträge, die ich innerhalb der Zeit getätigt habe. Nach der Anfrage meines selbst. Ich konnte das Formular nicht ausfüllen, da ich keinen Drucker zur Verfügung hatte. Das ging erst nach späterer Zeit auch auf Rückfrage mit dem Casino, ob es nicht ohne Formular geht, wurde mir das verneint . ich finde, wenn man einen selbst Ausschluss beantragt sollte dieser schnell bearbeitet werden, ohne die Möglichkeit das Konto wieder zu eröffnen und ich eine maximale Sperrfrist von 30 Tagen zu ermöglichen. Somit darf ich in drei Tagen wieder spielen und zahle wieder Geld ein, obwohl ich das nicht möchte.

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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.

• When exactly did you fill out the form requested by the casino for self-exclusion?
• When exactly did you make the €100 deposits you wish to have refunded?
• Have you contacted customer support via email to ask about the possibility of prolonging your self-exclusion?
• Have you passed the full KYC verification at this casino?

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

I filled out the required form on October 24th, after repeatedly stating that I had no way of filling it out. In the meantime, I had repeatedly requested immediate and permanent self-exclusion due to gambling addiction. However, I received no response, only a reference to the form.

I contacted support today and again requested immediate account closure. Instead, they offered me a €20 bonus to continue playing, which is completely unacceptable, and asked me to fill out the form again. The maximum penalty there is a one-month ban.

I made the deposits of €160, not €100, on October 23rd between 7:10 pm and 8:33 pm.

However, I had previously spent almost 36 hours trying to close the account due to gambling addiction.

I can gladly send you screenshots of the current and past communications if needed.

I would like your help to obtain a permanent ban and a refund of €160.

Ich habe das geforderte Formular am 24.10 ausgefüllt . Nachdem ich mehrfach gesagt hatte das ich keine Möglichkeit habe es auszufüllen . In der Zwischenzeit hatte ich mehrfach um sofortigen Selbstausschluss dauerhaft wegen spielsucht gebeten . Aber keine Rückmeldung nur Verweis auf das Formular.

ich habe heute den Support kontaktiert, und nochmals um sofortige Schließung gebeten . Stattdessen wurde mir heute ein 20€ Bonus zum weiteren Spielen angeboten was garnicht geht und wieder die Bitte das Formular auszufüllen. Dort ist das höchste aber ein Monat Sperre .

die Einzahlungen in Höhe von 160€ und nicht 100€ habe ich am 23.10 zwischen 19:10 Uhr und 20:33 Uhr getätigt .

zuvor hatte ich aber bereits fast 36 Stunden versucht den Account aufgrund von spielsucht zu schließen .

Ich kann ihnen gerne Screenshots der aktuellen Kommunikation und alten schicken wenn benötigt .

ich würde gerne das sie mir helfen einen dauerhaften Ausschluss zu erwirken und ein Rückerstattung der Gelder i Höhe von 160€.

After submitting the form correctly yesterday and receiving confirmation from the casino regarding my claim, I was still able to log in and, of course, immediately deposited again. How is it possible that I can log in even though the casino confirmed the block with the form?

nachdem ich gestern das Formular ordnungsgemäß eingereicht habe und die Bestätigung vom Casino bezüglich meiner Forderung erhalten habe , könnte ich mich dennoch anmelden und habe natürlich gleich wieder eingezahlt . Wie kann es seindas ich mich anmelden kann obwohl das casinonmir die Sperre mit Formular Bestätigt

Please forward me all the communication between you and the casino regarding the self-exclusion at [email protected].

Also, kindly let me know if the casino closed your account in the meantime. If your account has been closed, specify when exactly. Thank you for your cooperation.

Done. My account will be suspended again on Wednesday, but only for 30 days. After that, I can play fully again.

Erledigt . Am Mittwoch würde mein Konto wiede mal nur für 30 Tage gesperrt . Danach kann ich wieder voll spielen

Dear Marti89

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 ([email protected]). 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 Marti89, 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.

I’d like to invite a representative of SagaSpins 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 [email protected].

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.

Dear Marti89,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at [email protected]. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej