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Hello, I have repeatedly requested that the casino close my account due to my gambling addiction. According to support, I had to send an email to customer service, which I can prove I did. However, my account remained open, so I sent another email. Again, my account was not closed, and the messages were simply ignored. As a result, I deposited a total of €240, even though my account should have been blocked long ago. I now need help to a) close my account and b) reclaim my money because the casino has clearly violated the law.

Please help me

Hallo ich habe das Casino mehrmals aufgefordert mein Konto aufgrund meiner Spielsucht zu schließen. Laut Support musste ich dazu eine Mail an den Kundenservice senden. Dies habe ich nachweislich getan. Dennoch blieb mein Konto weiter offen, sodass ich erneut eine Mail schrieb . Auch hier wurde meine Konto nicht geschlossen und die Nachrichten einfach ignoriert. Insgesamt habe ich dadurch 240 Euro eingezahlt obwohl mein Konto hätte längst gesperrt sein müssen. Ich benötige nun Hilfe um a) mein Konto zu schließen und b) mein Geld zurückzufordern weil das Casino ganz klar gegen das Gesetz verstoßen hat.

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Dear Kingeckrim,

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. Please make sure to forward me the full, uncropped, original emails, not just incomplete screenshots.

Thank you in advance for your cooperation.

Best regards,

Veronika

Good morning, I sent this to you by email.

Guten Morgen , habe ich Ihnen per Mail zugeschickt.

Thank you for your email. However, the message you sent does not contain all the evidence I previously requested.

• First of all, you sent me screenshots, although I specifically requested the original emails, either forwarded directly to me or attached to a new email as .eml files.
• Moreover, you provided only the email dated 1 September. Your initial self-exclusion request, which you previously stated that you had sent to the casino, is still missing. Could you please specify the exact date on which you first requested that your account be closed and forward me the original email containing this initial self-exclusion request?
• Also, is your account still open, or has the casino closed it in the meantime? If it has been closed, please specify the date of closure.

Thank you for your cooperation.