Martin Casino - Играчът претърпява неуспех при прилагането на самоизключване.

Dear Casino Guru Team,

I would like to submit a complaint regarding a failure of responsible gambling and self-exclusion enforcement by a casino operated under Galaktika N.V.

I self-excluded myself starting from 24 February as a responsible gambling measure. However, despite this exclusion, I was still able to continue gambling until yesterday by creating another account using a different email address.

All other personal information remained the same, including:

Full identity details

Bank account/payment methods

Personal data used for verification

This means the operator allowed continued gambling activity despite being able to identify that the accounts belonged to the same person.

In my opinion, this represents a serious failure of responsible gambling protections and KYC procedures. A self-exclusion should not be bypassed simply by registering with another email address while using the same identity and payment information.

I contacted [email protected] directly and requested:

an investigation into the failure of the self-exclusion system;

clarification regarding whether the exclusion was applied only on account level instead of identity level;

information about measures they will take to prevent similar situations;

and a partial refund of losses incurred during the exclusion period.

I can provide supporting evidence, including:

self-exclusion confirmation;

account information;

bank statements showing deposits from 24 February until yesterday;

and all relevant communication with the operator.

At this moment, I am requesting Casino Guru’s assistance in reviewing the case and mediating this dispute.

Kind regards,

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Martin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Have passed the KYC verification on either one of your accounts?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Attila

I sent you all proofs to your gmail. Im waiting for your answer. Thank you

Dear Player,

Thank you for the evidence you have provided.

• In order for us to properly assess the issue, could you please forward your original self-exclusion request from February 24th as well?
• Additionally, could you confirm when exactly the casino closed your account for the second time and when the conversation with the live chat support took place?

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

I look forward to your reply.

Best regards,

Attila

Thank you for your answer. I write answer to your gmail. I will be waiting for your answer, Thank you. Best regards

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello paulinaaaaa,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Martin Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? How was the user able to create the new account? Do you believe your safeguards have been breached? Lastly, could you please provide us with all information entered during registration and a side by side comparison of both accounts?

Thank you in advance for providing us with your view of the issue.

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.

Dear paulinaaaaa,

Thank you for your patience and for all the information and evidence you have provided throughout this complaint.

Unfortunately, the casino has not responded to our request for clarification and has not provided the information needed for us to properly assess the case from both sides. Without the casino’s cooperation, we are unable to verify the full chain of events or reach a complete conclusion based on all relevant evidence.

I understand this is very disappointing, especially considering the nature of your complaint and the concerns raised regarding responsible gambling and self-exclusion. However, at this stage, there is no practical way for us to move the case forward through our complaint resolution process.

For this reason, we will have to close the complaint as unresolved, which will negatively impact the casino's safety index. This classification reflects the fact that the case could not be properly investigated due to the casino’s lack of cooperation, rather than a confirmation that your claim was unjustified.

I am truly sorry that we could not achieve a better outcome in this matter.

Kind regards,

Martin