I have a serious gambling problem.

this casino won’t block my account. I asked to stop sending me emails. They continue to. I asked them to block my account which they do but seconds later you are able to reopen again. I came into the live chat yesterday stating I had lost everything , all my money and I’m feeling suicidal I begged them to ban me and close my account permanently, they still refuse to do this. They won’t help me. I need help please I just want to be blocked from the site. I’ve lost so much money. Gamban doesn’t help as I install then uninstall so I can go back and gamble. I just need to be blocked from them

Dear Sharpayy28,

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 a 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

i don’t have the screenshots but I asked for it to be closed permanently many many times over the last few months. They say it’s against their terms and conditions to permanently close my account even though I have said how bad I’ve gotten they still refuse to close it. They will close it and then there’s an option to reopen straight after, which obviously as a problem gambler you would do, so each time it closes I’m able to reopen even though they said they would tell the department I want a permanent closure just don’t know what to do , I don’t feel very safe as I know I’ll just gamble all the money I get

I’ve told them I have a gambling problem and I’ve lost everything. All my money etc and I’m feeling suicidal. They still refuse to put a permanent ban on my account, they say it’s against their terms and conditions

Thank you, Sharpayy28, for providing all the relevant communication. I absolutely agree that if a player expresses a desire to close their account, the casino should promptly take action and prevent an individual displaying clear signs of a gambling problem from further gameplay.

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 Jimmy Winner 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.

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.

Lastly, could you please inform me about the initial instance when you communicated your gambling issue to this particular casino and offer supporting evidence regarding the amount of deposits made since then?

Hello

thankyou for your help. I’ve emailed many times to them. I did send the screen prints to your email where it’s clear I have an issue and I’ve asked to be permanently self excluded and they have said they can’t due to their terms. I’ll add up the deposits and send you the proof etc

They keep refusing to block me permanently I’ve lost all my money. I’m really struggling now. I can’t ever stop playing if they keep letting me open. I’ve begged them so many times but they refuse so exclude me permanently I don’t know what to do. Why won’t they ban me ?? I can’t carry on like this anymore e

I’ve also gone onto the self exclusion which you mentioned and I’m still unable to exclude myself from the casino. It states the website doesn’t have the facility too and to contact their live chat and email. Which I’ve done but they Refuse to close my account permanently

As an update. The casino have sent me all live chats with them. I asked to be self excluded and stated I had a gambling problem 30/10/22.

I’ve sent you an email with the transcript. I’m currently waiting on the casino to send me the full list of deposits I have made.

Thank you very much, Sharpayy28, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thankyou

im not sure what to do in the meantime ??

do we think I might have a chance of getting my deposits back?

Dear Sharpayy28,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Meanwhile, can you specify how much you managed to deposit after informing the casino team about the gambling problem?

I’m still waiting on them to provide this information but the ones I have proof of equal ￡678 but I know it’s been way more. I have proof of these deposits and also me begging them in October last year to ban and close my account permanently. I have all the proof of that too on about 15 occasions I begged them to close it. Have all the proof and dates

I’ve today been able to deposit again. I really really need my account to be self excluded permanently and never to be open again

Just deposited another ￡120 ??????

Dear Sharpayy28,

As of now, there has been no response from the casino. I am deeply sorry for your losses. I highly recommend that you read our article on responsible gambling, as it contains many useful tips. Please be aware that this casino is unlicensed and has a bad reputation. Even if you were to win, you would not receive any payout, resulting in unnecessary financial losses. I strongly advise seeking professional help and utilizing available tools.

If the casino does not cooperate, I will suggest additional solutions. However, I strongly advise you to take further action regarding your situation. I did receive a reply, but it seemed they did not read the context, so I tried to push it one more time so at least your account is closed.

I am getting help but I just need it to be closed ?? they haven’t sent me my total amount of deposits either. What further action can I take? I don’t mind not getting deposits back as I know it’s my own fault for loosing it I just want them to close it ??

What should I do next ? They aren’t replying and not permanently closing my account

They have told me I can’t get a refund on the deposit. And they refuse point blank to close my account. I need help

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.

please just close my account. I am at breaking point

Dear Sharpayy28,

I wish I could help you more, I am very sorry about the situation, but we are unable to continue with the resolution as the casino team has refused to cooperate. Regrettably, the casino is not licensed and has a very low safety index on our site. I also tried to contact them at their email address multiple times and asked them to at least close your account without a chance to reopen and somehow help you in this matter.

This is their last reply:

According to our Terms&Conditions, which you accepted during the registration, a self-exclusion made via online chat or personal manager is valid for 30 days from the blocking date. We would forward a permanent closure request, but the final decision is made not by us. In such a case, we recommend you to block or restrict access to our website from your side, contact your bank and put the limits for depositing, you can also block our email address in order to avoid emails from us.

We are also not restricting any of our customers to unblock their account, if it is not violating our T&C.

I consider their self-exclusion process as highly insufficient, and obviously, there is quite a space for improvement. I have no other option than to close this case as 'unresolved'.

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

[email protected]