Hello, about a year ago I wrote an email to the site to close my account due to serious issues with responsible betting. I got an email from them that my account has been permanently closed. A week ago I received an email from them that I have a 100 percent bonus deposit, I go to the site and it turns out that my account has been hacked, I deposited because of the bonus and my problems with responsible betting began, I lost 650 BGN. I am attaching the email in which it can be seen that they closed the account a year ago.

Dear radi19999992,

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

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share the email you are referring to in your first post? It wasn't included initially. Please send the file to my email at [email protected]
• Is your account currently open?
• Have you contacted the casino regarding the issue with what result?
• Have you registered in the register of excluded persons found here?

https://nra.bg/wps/portal/nra/gambling/responsible.gambling

https://nra.bg/wps/portal/nra/documents/gambling/ecdd79f9-e789-4a4b-b9c3-6a3c3d7fa02b

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,

Tomas

Hi, i will sent you emails, my account is curently opened, i have contacted the casino, i will send email with them, i am notvin register, because if the banks see you in register, they will dont aprovedbif you need any personal credit

Thanks for your email.

Please send me any more recent communication with the casino following your account reopening relevant to the issue.

I'll await your reply.

ok, i will send the other mails. ??

Thank you very much, radi19999992, for providing the necessary information. 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 radi19999992,

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

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.

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 radi19999992,

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 at [email protected]. Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef