Casinostars - Заявката на играча за помощ е забавена.

Hello,

So I closed this account some time ago because I am struggling with gambling addiction and 3 days ago I had a urge And I asked to the live support to open my account, and they did within 5 mins after making me answer 2 simple questions.

The result of that I lose 720e till the time I coulda control my urge.

I tryed to contact the live support to handle things not publicly they asked me to email the security.

I did, it’s been almost 4 days without any answer! Since I had Thomas from guru from my previous problem I CC him in the mail with the screenshots.

Can you please help me? I’m many countrys I’m already banned from casinos and I’m trying my best to don’t play.

Best Regards,

[Redacted]

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Dear ZePaivas,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-Exclusion

Should you be unable to control your gambling and decide to make a much longer break you can to self-exclude for 6 months by clicking here

You will not be able to access your account during this period. The account may be reopened by sending us an email once the Self Exclusion has expired.

If you wish to Self-Exclude for a longer period please contact us via [email protected] or live chat

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

Update:

still no answer to this day..

ive multiple screenshoots of live chat agents just don’t caring about the issue.

to be clear the account was locked and they opened it in 1 minute of time.

Hello ZePaivas,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

i fully understand… but what i don’t understand is that i had 0 answer of the casino…

for a "high" security casino is very questionable

best regards

[Redacted]

Thank you for your reply. Could you please forward your communication with the casino, as well as your original self-exclusion request? You can reach me via email at [email protected], or you can post screenshots here. Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

Hello.

email has been send.

thanks

Thank you for your email. Could you please forward your original self-exclusion request as well? Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

hello,

no I dont have that information but the account was locked to to my demand of self exclusion in the site… i chosed like a 2years time

no the account is now lockeed after i again tell them that i was self-excluded.

thanks

Thank you for your response. Could you please confirm the exact date of the last time you have accessed your casino account? Additionally, when was your last deposit?

Thank you in advance for your reply.

Hello,

last dépôts were all in the 24 march. the same day i ask for reopen the account in live chat.. also the account was closed some hours after in same day after i rewrite them..

thanks 🙏

Hello..

they don’t answer any of my mails.

this is clearly one of their employee mistake..

do you have any updates?

Thank you for your patience.

I apologize, but we may only confront the casino with sufficient evidence that they were supposed to protect you in the first place. Based on the communication you provided, the casino closed your account on March 24th after you informed them of your gambling issues on the same day. Regarding your activity prior to the account closure, there is no evidence that you informed the casino of your gambling issues, which we may use as a basis to ask for a refund.

Since the account is now closed, and due to the lack of verifiable evidence demonstrating a failure of the casino’s responsible gaming obligations, we are forced to reject this complaint.

I am sorry we could not be of more help on this occasion. Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.