Hello everyone,

i requested a self exclusion through email on 21th of July and stated that i'm problem gambler and looking for a permanent self exclusion but my request got discarded and it has led to a financial loss of 2760 euro on 23rd of July

I'm asking kindly for your assistance to get the money refunded and the account terminated once for all

Best regards,

rad234

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:

Self-Exclusion:

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

Email: [email protected]

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new

Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please forward the self-exclusion request to [email protected]? Do I understand correctly that you still have access to your casino account?

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

Good morning Kristina,

I just forwarded you the self exclusion request from the email address linked to the casino account.

Yes I still have access to the account and the support claimed that they didn’t got any email from me and if it was the case they would have immediately closed the account. The Self exclusion was sent on 21th of July and the loss occured on 23rd of July. So I'm asking a full refund of the made deposits and permanent termination of my account.

Thank you for your attention.

Best regards,

rad234

Can you please hide the first post and make it private it includes a picture with my full name !

Thank you very much for your reply, rad234. Could you please also forward any other relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

No i don‘t have any further relevant communication

Thank you very much, rad234, for your cooperation. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear rad234,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello Jozef,

thank you for your attention and for your assistance in advance

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

have you received any updates from the representative regarding this matter ?

Looking forward to hearing from you back

Best regards,

rad234

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear rad234,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

[email protected]