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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