Hi, I even have it in writing now that it is their fault, according to LiveChat, but I am still not blocked, I have now blocked the credit card for my own security

Very good step! Please also make sure to forward the statement in writing you mentioned to Michal. He will surely put it to good use!

Do you have someone close to help you get through this, please?

Update:

so in my last update last week I had mentionned that they have accepted all my documents, there was only one left I needed to send them which is my proof of address, so I sent them proof of my old and also new address, that was one week ago.

Today they finally answered me asking me again for all of the documents I already sent and got approved last week.. So I sent them all over again, hopefully this time I won’t have to wait another week for nothing.

ps: All my documents are legit and in good quality so no concerns about that

I'd probably be getting quite angry because I don't see why they would ask the same thing again if you already sent it to them last week and it was approved. 

Anyway, I can see that you have a lot of patience, although what else is left for you. If this drags on and nothing comes of it, we will try to help you with our complaints team. 

I hope it will soon be over and you will be able to withdraw the money. ??

Ich bin trotz dieser Email, immer noch nicht gesperrt, mein Kollege hat es überprüft ???♀?

Dear Kerstin,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

Please, confirm your decision and acknowledgment by replying to this email.

Our Casino is fully committed to supporting Responsible Gambling initiatives and encourages you to find information about Responsible Gambling at the websites of the organizations below. Apart from professional help, you will also find applications, which, when downloaded, limit your access to gaming.

https://responsiblegambling.org/ 

https://www.gamblersanonymous.org.uk/

https://www.gamblingtherapy.org/

https://www.betfilter.com/

https://www.gamcare.org.uk/

If you have any additional questions, please, do not hesitate to let us know. 

Best Regards, 

Customer Service

I'm speechless.. I honestly hope this is some way of very stupid translation, because I can't believe you have to confirm you agree with the balance to be voided. Personally, I see no reason why you should even confirm your request once more. Not to even mention the balance involved.

Please let Kristina know about that immediatelly. This is far too serious, I'd say!

Hi Radka, I didn't confirm that they could keep my money, but I asked them to pay.

There is no way to get off their mailing list. I have asked many times for the account to be permanently closed. They send emails with a 5e bonus or 20 free spins. When I try to log in, I get "your account is being reviewed" but they don't close the account permanently but continue spamming. If you somehow get yourself removed from the list, those at that casino will add you back to the list. There should be a law at the EU level for these junk casinos now.

The only reasonable response, I'd say.

Once more, though, I ask you to add this latest issue to the complaint thread. Just as you write a post on the forum, feel free to add all those screenshots there. Especially the casino's previous suggestion is very important, because it makes no sense. Instead, it was highly unfair.

Hello!

As I posted in the other thread, the situation is getting really desperate.

It was just last Wednesday during a call focused on complicated player issues when my colleagues mentioned the increasing trend of such massive group promotions and casinos inability to ensure excluding addicted players from email campaigns once their accounts have been closed due to addiction.

We agreed such a situation is troublesome and should be avoided. However, there is always some catch. We believe we can try to help only if such emails are sent from the official casino email, not through affiliate partners or promo partners. Third parties, despite how it may sound, are beyond our reach.

I can imagine the same may be happening with many more previously closed accounts; it does not matter whether the addictions were involved or not. Also, I have already heard that such accounts have not been, in many cases, technically fully closed. Just as you said, "under review" or something similar.

When it comes to the mailing lists, perhaps asking the local authority overseeing GDPR compliance may lead to something.

In any case, feel free to submit a complaint about that. In my opinion, permanent account closure is a reasonable request and the casino should be - within reasonable borders - acting accordingly.

I put him in CC in every email

Ok, that's good.

I really don't like where this is going, to be completely honest with you.

Radka, me neither, hope I get my money back ?? Luckily I can't play anywhere else anymore, I got banned through Oasis.

Hi Radka, they are trying by all means, at the time of account closure, because of gambling addiction, I was not yet a VIP customer

Hello,

we are all very concerned about those practices and my colleagues are constantly trying to educate casino representatives about how wrong and dangerous for players such an approach is!

Hold on, please. Michal is on it.

Hi Radka, the casino is still holding us back, it's frustrating

Hi Kikidoof,

I wish I could say something helpful. I imagine it is really hard for you. Do you have someone around you to help you go through that? There have been other players in very similar situations, so I can't recall whether I asked you before - I'm sorry if I already did - try to stay away from emails, try not to access your casino accounts, and set limits on your payment options. Do whatever you can to avoid deposits in any casino. ??

I have been waiting for my 500e for three days and you tell me the same story as you

What lies are they telling you? My account still hasn't been deactivated, and they haven't responded to my complaint yet.

Could you tell us more, please?

What are you experiencing with your withdrawal?

Hopefully we will be able to help. ??