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Hello, I wanted to inform you that I have a problem with gambling. I have set limits a few times to stop playing, but I still turned them off afterward. My VIP manager saw all my losses, my deposits, and how much money I have lost—over $100,000. I would like to ask you to compensate me at least 50% of my losses. My VIP manager did not help me at all.

Доброго дня, хотів би повідомити те що в мене є проблема з азартом, декілька разів я включав ліміти щоб не грати. Але все рівно потім відключав, мій віп менеджер бачив всі мої мінуси, мої депозити і що дуже багато грошей програю, а це більше ніж 100к $ хотів би звернутись до вас щоб це казино компенсувало мені хоча б 50% від суми мого програшу. Мій ВІП менеджер ніяк не допоміг мені

Dear malginov05,

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, so I can understand the whole situation completely.

• Could you please clarify what type of limits you set and how you set them (via your account or by asking the casino support)?
• Have you ever informed the casino about your gambling problem?
• Do you currently have access to your casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

1: I set limits through my account

2: So I wrote that I had a very big minus, but the manager didn't react to it in any way

3: yes I have access to the account

1: Я ставив ліміти через свій акаунт

2: Так я писав що в мене дуже великій мінус, але менеджер ніяк на це реагував

3: так маю доступ до акаунту

I also wanted to say that on his own initiative the manager saw huge deposits but did not help me in any way on his part.

Так же хотел сказать о том что со своей инициативы менеджер видел огромные депозити но никак со своей стороны не помог мне

Thank you very much for your reply, malginov05. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I would like to inform you that the casino has suspended all my actions on my account, thus they did it only now, so I would like to inform you that they only now made account restrictions

Хотел бы сообщить о том что казино приостановила все мои действия на моем аккаунте, тем самым сделали это лишь сейчас, поэтому я хотел бы сообщить о том что они лишь сейчас сделали ограничения акаунта

I sent you photos where my manager ignored me for a long time, and I would like to inform you that I told her that I lost 20k dollars, but she did not offer any help in limiting the account, instead she just gave me a bonus which is not even 10% of my losses

Я отправил вам фотографии где мой менеджер долгое время игнорировал, и хотел бы сообщить о том что я ей сказал что я проиграл 20к долларов, но она никак не предложила помощь в ограничении акаунта, вместо этого она всего лишь выдала мне бонус который даже не 10% от моих проигрышей

I clearly see that you were the one demanding bonuses repeatedly. And I don't see any mention of gambling problems at any point. Please note that if you fail to provide a self-exclusion request in which you inform the casino that you suffer from gambling addiction, we won't be able to assist you further.

Dear malginov05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.