SG Casino - Igračev nalog je ponovo otvoren protiv njene volje.

I have been voluntarily banned since May 18, 2025. Even back then, the casino took several weeks to close the account, despite my considerable pressure due to my gambling addiction. Ultimately, I made further deposits, which were refunded to me after much insistence (approximately €600).

About three weeks ago, I received almost daily advertisements for deposit bonuses, VIP access, etc. When I tried to log in again, the account was unlocked. I did NOT register a new account; I was able to log in with the exact same information. I could access all my data again. The account was not only reopened against my will, but the excessive advertising also triggered my addiction. As expected, I deposited a total of €250. Last Thursday, I contacted the casino, pointing out the unlawful reopening of my gaming account and the excessive advertising, and requested a refund of my deposit.

The account was closed approximately 24 hours later, but no refund was issued, with the explanation that it was my own fault. The deadline I set for today has been ignored. Furthermore, there has been no further communication. I am requesting assistance. All email correspondence has been saved.

Ich bin seit 18.05.2025 auf eigenen Wunsch gesperrt. Das Casino hat schon damals etliche Wochen gebraucht das Konto zu schließen, obwohl ich wegen Spielsucht großen Druck gemacht habe. Schlussendlich hatte ich weitere Einzahlungen getätigt, die mir mit großem Nachdruck zurückerstattet wurden. (etwa 600€)

Vor etwa 3 Wochen habe ich nahezu täglich Werbung bekommen mit Einzahlungsboni, VIP Zugang etc.. Als ich mich versucht habe wieder anzumelden war das Konto wieder frei. Ich habe mich NICHT neu registriert, sondern mit exakt den selben Daten einloggen können. Ich konnte alle Daten wieder abrufen. Das Konto wurde nicht nur gegen meinen Willen wieder eröffnet, sondern auch mit massiver Werbung die Sucht getriggert. Es kam wie es kommen musste, ich zahlte insgesamt 250€ ein. Am letzten Donnerstag habe ich das Casino angeschrieben und auf die rechtswidrige Öffnung meines Spielkontos, sowie die massive Werbung hingewiesen und um Rückerstattung der Einzahlung gebeten.

Das Konto wurde etwa 24 Std. später geschlossen, aber eine Rückerstattung nicht gewährt, mit der Aussage, ich wäre selber Schuld. Die gesetzte Frist bis heute wurde ignoriert. Ebenso kommt keinerlei Rückmeldung mehr. Ich bitte hier um Hilfe. Sämtlicher Emailkontakt wurde gespeichert.

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Dear anettraabe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the reopening of your account, especially in relation to your gambling addiction.

To better understand the situation and assist you effectively, could you please provide additional information by answering the following questions:

• Could you please provide your initial self-exclusion request along with the casino’s confirmation?
• Could you provide any evidence regarding the reopening of your account and your request for a refund (e.g., emails, live chat transcripts, phone call records)?
• Can you provide a timeline of events from when you initially requested self-exclusion, through receiving any advertisements, up to the present date?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure we have a comprehensive understanding of your situation to mediate effectively on your behalf.

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,

Petra