Hi there

I have choose self-exclusion option in this Casino for a 17 days as I have a gambling addiction. Information on my account is that I need to wait 347 days more to UNLOCK IT. Self-exclusion time was one year.

But today I was able to login(!) And deposit money(!) To my account.

Asked on a chat ,but the very rude and unfriendly operator told me that he don't know how it was posiblle and blocked my account today. On my questions why it was posiblle ,and I should have active self-exclusion didn't get any answer.

Want to get my 440 deposits from today back,as I've made a self-exclusion on my player profile ,and if they had some "mistakes" IT is not my responsibility.

Regards

Dear Ned2908, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Do I understand correctly that you were able to log into the account that is supposed to be blocked due to self-exclusion?

Could you please confirm that you specified the reason for closing your account when you requested to be self-excluded?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards

Veronika

Hi Veronika.

Yes ,it is exactly like you said.

Choose the one year self-exclusion option in my player profile ,but was able to login and make deposits.

Also the chat agent (very rude!!!) can't explain me how IT was posiblle,but now "your account is blocked as you want". So they don't see any problem that I can deposit money and still Play on Casino.

P.S. proof sent to email

Regards

Thank you very much, Ned2908, 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.

Dear Ned2908,

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

Hello!

The player contacted us by e-mail, we are currently solving his issue.

The money has already been returned to the player's account, the only thing left for the player to do is to go through KYC and request a payout.

We apologize for the inconvenience.

Yes ,sorry forgot to let you know. I'm in touch with Alexandr (Casino manager) who helps me to withdraw my money.

Money are on bank account.

Thank you Alexandr for your cooperation and proffesional help.

Case can be closed

Regards

Ned2908, thank you for your good feedback and patience.

I would also like to thank our team for helping us with the issue.

The self-exclusion failure has been resolved and will not happen again.

The money has been returned to the player.

The player made a withdrawal and replied that he successfully received it.

In the future I recommend all players to use one means of payment to make a deposit, as well as seriously treat the filling of information about yourself in the profile, that this information would correspond to the real information specified in the bank card, because of the mismatch of the bank rejects the withdrawal of funds.

Dear Ned2908,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef