Pirateplay Casino - Играчът изпитва затруднения с възстановяването на депозитите си.

Good Day,

Today I am contacting you to lodge a complaint about the casino. I received confirmation in 2020 that I would be permanently banned from all casinos in the group due to gambling addiction. (See attachment). I also asked other casinos in the group for a lifetime ban from all Dama N.V. brand casinos due to my gambling addiction. I can provide these screenshots as well.

My complaint today is against Pirateplay Casino. I have already contacted them concerning this issue. They refused to issue a refund even though I was guaranteed a lifetime ban from the entire group (See screenshot).

My first deposit was made in 2022. The account was created on 06.05.2022.

The casino has refused to issue a refund.

Please help me.

Guten Tag,

heute kontaktiere ich Sie um mich über das Casino zu beschweren. Ich hatte im Jahr 2020 eine Bestätigung erhalten, dass ich in Casinos der gesamten Gruppe für immer gesperrt bleibe aufgrund von Spielsucht. (Siehe Anhang). Ebenfalls habe ich bei weiteren Casinos der Gruppe um eine lebenslange Sperre in allen Casinos der Marke Dama N.V. aufgrund von Spielsucht gebeten. Diese Screenshots würden ebenfalls zur Verfugung stellen.

Mein heutiger Claim richtet sich gegen das pirateplay Casino. Ich habe dieses bereits mit dem Sachverhalt kontaktiert. Eine Rückerstattung lehnten Sie ab. Obwohl mir eine lebenslange Sperre in der gesamten Gruppe Garantiert wurde (Siehe Screenshot).

Die erste Einzahlung fand 2022 statt. Der Account wurde am 06.05.2022 erstellt.

Eine Rückerstattung hat das Casino abgelehnt.

Bitte helfen Sie mir.

Dear Jonasgamble,

Thank you very much for submitting this complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the KYC verification in this casino?

Is your account currently still open?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good day,

I never tried KYC verification there. far as I know. My account is now blocked. The last contact occurred when the refund was refused.

Many thanks for the help.

Guten Tag,

ich habe dort nie eine KYC-Überprüfung versucht. soweit ich weis. Mein Account ist mittlerweile gesperrt. Der letzte Kontakt fand statt als die Rückerstattung abgelehnt wurde.

Vielen Dank für die Hilfe.

Have you used the same personal information for registering in this casino as in your previous Dama N.V. casinos where you are self-excluded?

When was the last time you were able to log into your Pirateplay account?

Good day,

Yes, exactly the same data was used: telephone number, address, email, etc. I guess the last registration was 4 months ago.

Guten Tag,

Ja es wurden exakt die selben Daten verwendet Telefonnummer Adresse email etc. Ich schätze die letzte Anmeldung war vor 4 Monaten.

Thank you very much, Jonasgamble, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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 Jonasgamble,

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

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 Jonasgamble,

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. I may assist you with this process, and you can reach me at the email address provided below. 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

jozef.k@casino.guru