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I would like to file an official complaint regarding the online casino Sankra11

I had requested self-exclusion/account closure since last week. However, instead of immediately proceeding with my request, they convinced me to continue playing by offering me cashback on Monday, which I accepted. After that, I continued to lose money.

On Monday I clearly reiterated that I want a final self-exclusion, but to this day this has not been implemented and my account remains active. In the meantime, I have continued to receive promotional messages and bonuses, and recently I was sent an offer again, despite having asked to stop permanently.

I believe the casino did not properly implement responsible gaming procedures and did not respect my self-exclusion request, resulting in me continuing to deposit and lose money.

I request that my case and the casino's compliance with responsible gaming rules be reviewed, as well as the possibility of a refund of my deposits made after the initial self-exclusion request.

Thank you very much for your time.

Best regards,

E. c.

Θα ήθελα να υποβάλω επίσημη καταγγελία σχετικά με το online καζίνο Sankra11

Από την προηγούμενη εβδομάδα είχα ζητήσει αυτοαποκλεισμό / κλείσιμο λογαριασμού. Ωστόσο, αντί να προχωρήσουν άμεσα στο αίτημά μου, με έπεισαν να συνεχίσω το παιχνίδι προσφέροντάς μου cashback τη Δευτέρα, το οποίο αποδέχτηκα. Μετά από αυτό συνέχισα να χάνω χρήματα.

Τη Δευτέρα επανέλαβα ξεκάθαρα ότι θέλω τελικό αυτοαποκλεισμό, όμως μέχρι και σήμερα αυτό δεν έχει εφαρμοστεί και ο λογαριασμός μου παραμένει ενεργός. Στο μεταξύ, έχω συνεχίσει να λαμβάνω προωθητικά μηνύματα και μπόνους, ενώ πρόσφατα μου στάλθηκε ξανά προσφορά, παρότι είχα ζητήσει να σταματήσω οριστικά.

Θεωρώ ότι το καζίνο δεν εφάρμοσε σωστά τις διαδικασίες υπεύθυνου παιχνιδιού και δεν σεβάστηκε το αίτημα αυτοαποκλεισμού μου, με αποτέλεσμα να συνεχίσω να καταθέτω και να χάνω χρήματα.

Ζητώ να εξεταστεί η υπόθεσή μου και η συμμόρφωση του καζίνο με τους κανόνες υπεύθυνου gaming, καθώς και το ενδεχόμενο επιστροφής των καταθέσεών μου που έγιναν μετά το αρχικό αίτημα αυτοαποκλεισμού.

Σας ευχαριστώ πολύ για τον χρόνο σας.

Με εκτίμηση,

E. c.

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Dear Mposis,

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

• Could you please forward me the full, uncropped, original emails you sent to the casino regarding your self-exclusion request, along with the casino’s responses? My email address is veronika.f@casino.guru.
• Have you received any direct replies from the casino regarding your self-exclusion requests?
• Could you also please confirm that you used the correct customer support email address designated for self-exclusion requests? I have reviewed the Responsible Gaming section of the casino, and this is what I found:

Self-exclusion request: you can contact Support Service Team via e-mail: support@sankra.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

• 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

Good morning. I had requested a ban last week, but they told me about a 50 euro bonus from them and on Monday I would get a 50-60 euro cashback and they convinced me and I told them okay wait with the ban until Monday. Monday is coming I send them again to be banned immediately because I am losing a lot of money that I can't bear to lose.. not getting a response finally on Tuesday I enter the live chat I tell them the situation and that I demand a refund of my deposits because the money I lost after the request I would not have lost if they had closed me validly. Their answer was we will look into it and I simply disconnected from my account because they blocked me. Also yes my account is fully identified, they took out the Panagia until they approved the papers

Καλημέρα σας . Εγώ αποκλεισμό είχα ζητήσει από την προηγμένη εβδομάδα , αλλά μου λέγανε για ένα μπόνους 50 ευρώ από αυτους και την Δευτέρα θα έπαιρνα λει και ένα cashback 50-60 ευρώ και με πείσανε και τους λέω εντάξει περιμένετε με τον αποκλεισμό μέχρι την Δευτέρα . Έρχεται η Δευτέρα τους ξανά στέλνω να γίνει άμεσα αποκλεισμός γιατί χάνω πολλά χρήματα που δεν αντέχω να τα χάσω .. μη παίρνοντας απάντηση τελικά την τρίτη μπαίνω στο live chat τους λέω την κατάσταση και ότι απαιτώ επιστροφή τον καταθέσεων μου γιατί τα λεφτά που έχασα μετά το αίτημα δεν θα τα έχανα αν με κλείνανε έγκυρος . Η απάντηση τους ήταν θα το εξετάσουμε και απλά αποσυνδέθηκα από τον λογαριασμό μου γιατί μου έκανα τον αποκλεισμό . Επισης ναι ο λογαριασμός μου είναι πλήρης ταυτοποιημένος , την Παναγία μου βγάλανε μέχρι να εγκρίνουν τα χαρτιά

I have also sent you what you asked for to the email you gave me.

Σας έχω στείλει και αυτά που μου ζητήσατε στο εμαιλ που μου δώσατε .

From Tuesday until today the casino has stopped all communication with me.. it does not respond to emails or live chat if I can in live chat it says that I will be connected to a representative soon, something that never happens. Yesterday I put in a different email to see what would happen and it connected me to a representative in less than 1 minute, coincidence? I don't think so.

Από την τρίτη έως σήμερα έχει διακόψει κάθε επικοινωνία μαζί μου το καζίνο.. δεν απαντάει ούτε στα email ούτε στο live chat άμα μπορώ στο live chat μου γράφει ότι θα συνδεθώ σύντομα με έναν εκπρόσωπο κάτι που δεν γίνετε ποτέ . Χθες έβαλα διαφορετικό εμαιλ για να δω τι θα γίνει και με σύνδεσε με εκπρόσωπο σε λιγότερο από 1 λεπτά , τυχαίο ; δεν νομίζω .

Thank you for your responses and your emails.

Is your account still open, or has the casino closed it in the meantime? Have you mentioned gambling addiction or gambling-related harm specifically in any of your conversations with customer support?

Has my account been closed? Yes, after many attempts, it was finally closed in live chat when I told them that I wanted a refund of my deposits because they didn't close me when I asked them to and I lost money that I could have saved.

I also didn't tell them directly about my addiction, I told them I had a problem and was losing money so they could block me, something they ignored and took advantage of to make me lose more money. They also never responded to any of my emails.

Εχει κλείσει ο λογαριασμός μου ναι μετά από πολλές προσπάθειες έκλεισε εν τέλη σε live chat όταν τους είπα ότι θέλω επιστροφή καταθέσεων επειδή δεν με έκλειναν όταν τους το ζήτησα και έχασα λεφτά που θα γλίτωνα .

επισης δεν τους είχα αναφέρει ευθέως για εθισμό τους είπα ότι έχω πρόβλημα και χάνω λεφτά να γίνει ο αποκλεισμός κάτι που αγνόησαν και εκμεταλλεύτηκαν για να χάσω και άλλα χρήματα . Επισης δεν μου ξανά απάντησαν σε κανένα μου email

Is there anything new?

Υπάρχει κάτι νέο ;

Hello Mposis,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much!! Of course!

Ευχαριστώ πολύ !! Εννοείται!

Is there any news?

Κάποιο νέο υπάρχει ;

Thank you for your patience while I was away from the office.

Please specify when exactly the casino closed your account. If you received any written confirmation about the closure, kindly forward it to me as well. I appreciate your cooperation.

I've sent you everything by email!

Σας τα έχω στείλει όλα στο εμαιλ !

My account was closed 2 days after the day I requested it, after many attempts in emails that I sent them and they did not respond, in the end I entered live chat and managed to close it when I asked for a refund for the money I lost during those 2 days, they simply closed my account, did not say anything and did not send me an email again, they simply fooled me that they would inform me via email, something they never did.

Ο λογαριασμός μου έκλεισε 2 μέρες μετά από την ημέρα που τον ζήτησα , μετά από πολλές προσπάθειες σε εμαιλ που τους έστελνα και δεν απαντούσαν , εν τέλη μπήκα live chat και κατάφερα να τον κλείσουν όταν ζήτησα επιστροφή χρημάτων για τα λεφτά που έχασα αυτές της 2 μέρες , απλά μου έκλεισαν τον λογαριασμό δεν είπαν τίποτα και δεν μου ξανά έστειλαν και εμαιλ απλά με κορόιδεψαν ότι θα με ενημέρωσαν μέσω εμαιλ κάτι που δεν έκαναν ποτέ .

Thank you for your response.

Just to make sure I understand correctly: you requested account closure on 25 May. Based on your previous reply, am I correct in understanding that your account was actually closed on 27 May?

What it says in the emails I sent you, yes! They didn't close my account, Monday morning at 9 am I requested a ban and it took Tuesday afternoon for them to do it after many attempts on my part because they didn't answer the messages and didn't pay attention, they saw that I was putting money in and losing money and they told you let's take advantage of it

Ότι γράφει στα εμαιλ που σας έστειλα ναι ! Δεν μου έκλειναν τον λογαριασμό , Δευτέρα πρωί 9 ώρα ζήτησα αποκλεισμό και πήγε τρίτη μεσημέρι να το κάνουν μετά από πολλές προσπάθειες από την μεριά μου γιατί δεν απαντούσαν στα μηνύματα και δεν έδιναν σημασία , έβλεπαν ότι έβαζα χρήματα και έχανα λεφτά και σου λένε ας το εκμεταλλευτούμε

Also, when I finally managed to close my account, I told them to refund the money I deposited after requesting my exclusion, they told me they would answer me and they never answered any of my messages again! What they are doing is unacceptable! Fraudulent protection of the player and the game manager! Exploiting my weak moment to lose more money! While I wrote it to them in the message, close me because I am losing a lot of money that I do not control, but they wrote me normally! I want my money back or whatever is possible to sue them

Επίσης όταν τελικά κατάφερα να μου κλείσουν τον λογαριασμό , τους είπα για επιστροφή χρημάτων αυτά που έκανα κατάθεση μετά την αίτηση του αποκλεισμού μου μου είπαν ότι θα μου απαντήσουν και δεν μου ξανά απάντησαν ποτέ σε κανένα μήνυμα ! Είναι απαράδεκτο αυτό που κάνουν ! Εξαπάτηση προστασία του παίχτη και του υπεύθυνου παιχνίδι ! Εκμετάλλευση αδύναμης μου στιγμής να χάσω και άλλα λεφτά ! Ενώ τους το έγραψα στο μήνυμα κλείστε με γιατί χάνω πολλά λεφτά που δεν ελέγχω αλλά με έγραψαν κανονικά ! Θέλω επιστρέφω χρημάτων ή ότι δυνατόν γίνεται για να τους κάνω μήνυση

He had asked for a ban a week before, they convinced me with a cashback bonus and 50 euros that they gave me and I accepted. I continued for a few days, losing a lot of money, and on the 25th of the month at 9 am, as it seems, the time in the emails that I have promoted, I asked for a ban again because I was losing a lot of money, and I wrote it in my email, with the result that no action was taken on their part. They sent me a message again for a bonus, I did not answer or accept it, I sent them a message again on the 26th of the month in the morning to finally ban them, they did not pay attention to me, I entered live chat, they did not pay attention, I told them I want and I return the money for the money I lost, while I would have saved it if they had banned me on time, and suddenly the conversation was interrupted and my account was closed and I never got a response from the casino again, neither for the refund nor in general.

Είχε ζητήσει μια εβδομάδα πριν αποκλεισμό , με πείσανε με ένα bonus chachback και 50 ευρώ που μου δώσανε και δέχτηκα. Συνέχισα μερικές μέρες έχανα πάρα πολλά χρήματα και στης 25 του μήνα το πρωί 9 ώρα όπως φαίνεται και η ώρα στα εμαιλ που σας έχω προώθηση ζήτησα ξανά αποκλεισμό γιατί έχανα πολλά χρήματα και το γράφω και στο εμαιλ μου με αποτέλεσμα να μην γίνετε καμία ενέργεια από πλευρά τους . Μου στείλανε πάλι για μπόνους δεν απάντησα ούτε δέχτηκα , τους ξανά στέλνω μήνυμα στης 26 τ μήνα το πρωί για να γίνει επιτέλους ο αποκλεισμός πάλι δεν μου έδωσαν σημασία , μπαίνω live chat δεν έδιναν σημασία τους λέω θέλω και επιστρέφω χρημάτων για τα λεφτά που έχασα ενώ θα τα γλίτωνα αν με έκλειναν στην ώρα τους , και ξαφνικά διακόπηκε η συνομιλία και ο λογαριασμός μου είχε κλείσει και δεν πήρα ποτέ ξανά απάντηση από το καζίνο ούτε για την επιστροφή χρημάτων ούτε γενικά .

Thank you for your replies.

After reviewing all the evidence you submitted during the investigation of your case, we need to clarify that your first account closure request from 20 May does not qualify as a self-exclusion request, as it did not mention any gambling addiction or gambling-related problems.

In that request, you stated that you wanted your account to be blocked because you had lost too much money and had not received any winnings. Please note that, in cases involving refund requests related to self-exclusion, we need clear evidence that the player explicitly informed the casino about gambling-related problems and requested protection due to them.

You only mentioned psychological anxiety and a loss of control related to gambling in your later request from 25 May. The casino closed your account on 26 May, one day after receiving this request. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments, and this process requires some time to ensure that requests are reviewed and implemented appropriately.

Based on the available evidence, we consider that Sankra Casino acted within a reasonable timeframe by restricting your account access after receiving a clear self-exclusion request. Therefore, the casino cannot be held responsible for the deposits you made while the request was being processed.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

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