The player from Germany, who identified himself as a gambling addict, had deactivated his account to prevent further losses. However, at his request, the casino had reopened the account and he subsequently lost €9,000. The player had provided evidence of his interactions with the casino, showing that the casino had offered an option for permanent account deactivation, which he had chosen. Despite this, the casino had reopened his account upon his request, leading to further losses. The player had sought help from the Complaints Team to resolve the issue. After a series of discussions and the player providing additional evidence, the Complaints Team had concluded that the player did not qualify for a refund as he had acknowledged his actions and did not attribute the account closure to a gambling problem. The complaint was subsequently rejected.
Kryptosino Casino - Player claims breach of self-exclusion policy.
Amount: €9,000
Kryptosino Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello dear Guruteam,
Hello Kryptosino,
About a week ago I chose to deactivate my account as shown in the screenshot. Clearly stated, after this deactivation THERE SHOULD BE NO POSSIBILITY to reactivate the account because I am addicted to gambling.
Wanting to avoid losing any money in this casino, I chose this option.
However, on August 30, 2023, I wrote to the casino asking them to reopen my account which they immediately did.
On August 30 and 31, I deposited and lost 9000 Euros.
I would like my money refunded since the casino did not follow its own guidelines and committed a violation by promoting responsible gaming.
It is clearly stated that once the account is deactivated it should not be reopened under any circumstances, and that is what I was counting on!
Thank you in advance, Guruteam, for supporting me in this case
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is [email protected]. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello Petronela,
I sent you an email.
Best regards,
Tuscani090283
Thank you, Tuscani090283, for your email. Could you kindly provide details on how you reactivated your account? Have you ever explicitly informed the casino about your gambling issue during any of your interactions with them?
Hello Petronela,
The Cryptosino offers a gaming break option where you can choose 3 days, 1 week or a month break, and there is another option for those who like the casino e.g. Due to addiction problems forever, without being able to choose to reactivate the account, it is expressly stated below, see my screenshot that I uploaded at the beginning of the complaint, that those who choose this option can never apply for the account to be reactivated.
Deactivate account
This will permanently deactivate your account. This action may not be reversed in any way!
If you offer such an option, the player naturally assumes that, as it is described, there is no longer any possibility of the account being reopened, no matter what you do! That's why I didn't have to contact the casino.
Every player who reads this will agree with me, I ask Guru Team to take a close look at this case in order to help me get the amount I deposited back from the beginning of August 30, 23, 9000 euros, as long as I have confirmation of the deposits I have already forwarded it to you Petronela by email.
Thank you for further support of the complaint.
Tuscani090283
Hello,
Unfortunately nothing has happened here for a week, I ask if it is possible to hand the case over to Matej.
Thanks.
LG,
Tuscani090283
I do apologize for my late reply.
Can you confirm whether you received any notification of your account being permanently blocked after selecting that option? Additionally, could you please share the message you sent to the casino on August 30th?
Hello,
after I chose the option:
Deactivate user account
This will permanently deactivate your account. This action cannot be reversed in any way!
According to this option, my account was deactivated or blocked forever without being able to reopen the account.
After that I didn't get anything from the casino except advertising.
On August 30, 2023, I asked the casino to reopen the account, the casino did it after 1-2 minutes.
I hate to repeat it, but if it's in an option:
Deactivate user account
This will permanently deactivate your account. This action cannot be reversed in any way!
Then you can assume in a casino with a good security index that the account will never be opened again, I assumed that.
After the casino opened my account again without even asking me why I blocked the account forever, I lost 9000 euros due to my uncontrollable gaming behavior.
I ask GuruTeam to continue to evaluate this exact case and/or for support.
Best regards,
Tuscani090283
I understand, but could you please advise if you received any confirmation that your account has been successfully blocked and share with me the message that you sent to the casino when requesting the account reopening? Thank you in advance.
Hello dear Guru Team,
Hello Cryptosino,
if you choose the option:
Freeze the account, which I have chosen about 5 times, it says when you want to log in (e.g. in 1 week the account will be unlocked or, in 1 month, depends on how long you have chosen to pause the game)
Afterwards I wanted to unblock my account earlier, the casino told me to write a letter like this, see screenshot.
After my account was frozen about 5 times, sometimes for 3 days, sometimes for 1 week, I kept forwarding this email to the casino and my account was unlocked in 5 minutes from the freeze.
But in the end I chose the other option, where according to the operator there is no way to reactivate the account if you select this option, blocking the account without the possibility of reactivating it.
After my account was blocked using this option, I didn't get anything from the casino except repeated advertisements. Then I wanted to try to log in, it said that I couldn't log in because the block was activated.
I forwarded the same email from earlier to the casino asking them to open my account, 5 minutes later the account was open again.
Screenshot from the player:
In summary, it is accurate to state that when you initially requested the permanent closure of your casino account and subsequently when asked by the casino if you had a gambling problem upon requesting its reopening, you replied "No" and took full responsibility for your actions. Is this understanding correct?
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Kryptosino Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Hello,
In conclusion, it is fair to say that when you initially requested the permanent closure of your casino account and were subsequently asked by the casino if you had a gambling problem upon reopening, you answered "no" and took full responsibility for your actions have .Is this understanding correct?
no not really.
After I chose to permanently close my account in the menu, I was not contacted by the casino, I sent this email and the account was immediately open again. The casino only asked me where I had been at the casino for a long time by freezing it Account had been selected for over 1 week but not with a permanent ban!
It's about the casino offering an option to permanently close the account without any hassle about reopening it, which a player chooses with the conviction that he will never lose money in this casino again, but then you send an email asking for it to be reopened and that Casino doesn't even ask why you permanently blocked the account and opens it!
It's important to note that when you were asked about having a gambling problem, you responded with a clear "no," taking full responsibility for your actions and requesting the reinstatement of your account. Can you please confirm whether you followed the instructions provided in my previous response to submit your self-exclusion request?
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Hello dear Petronela,
crypto casino,
I was asked about my gambling addiction by the crypto casino about 2 months ago, when I was still able to control my gambling behavior and that's why I kept freezing my account for just 1 week and didn't choose the self-exclusion option where it was explicitly stated!
Account will be deactivated and will not be reopened under any circumstances!
And if it says something like that at Kryptosino then the player assumes that it is true and the account will NOT be opened again under ANY circumstances!
I chose this option because I noticed that my gaming behavior had become uncontrolled, then I chose the self-exclusion option and clicked on it, then my account was blocked (i.e. no longer frozen for a period of time, e.g. 1 week), then the casino would have the account should never be opened again! The casino opened my account and didn't even contact me!
Can you please confirm whether you followed the instructions in my previous answer to submit your self-exclusion request?
Yes I can confirm that.
Best regards,
Tuscani090283
Perfect. I can see that you sent an email with the proper self-exclusion request clearly naming the gambling problem to be the main reason for your decision.
Please keep me informed about any further developments.
Hello dear Petronela,
crypto casino,
What exactly are you waiting for?
My account was already closed anyway because Kryptosino has already seen this complaint and won't open the account again anyway.
Now I have sent this self-exclusion email again as you asked. So far I have not heard or received anything from Kryptosino.
LG,
Tuscani090283
I previously emphasized in my messages that because you fully acknowledged your actions and did not attribute the account closure to a gambling problem, you do not qualify for a refund. Additionally, when directly asked if you suffer from a gambling addiction, you unequivocally responded with a "no."
I encourage you to consider utilizing our self-exclusion template and Self-Exclusion Assistance Tool for future casino interactions, as they stand as one of the most effective means to permanently block your accounts and provide substantial evidence to support your choices.
I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
