BookofCasino - La solicitud de cierre de la cuenta del jugador se retrasa.

Unfortunately, I succumbed to my gambling addiction, which is recognized as a medical condition, and made deposits. To protect myself, I requested the immediate and permanent closure of my account yesterday via email and live chat, clearly stating my medical condition. So far, I have not received a response to 3 emails, and in the live chat, I was told that I need to wait. Unfortunately, since requesting account closure, I have paid an additional 76 euros. I am requesting a refund of this amount and asking for your assistance. Thank you.

Ich habe leider meiner als Krankheit anerkannten Spielsucht nachgegeben und Einzahlungen getätigt. Um mich vor mir selbst zu schützen, habe ich am gestrigen Tag per Mail und im livechat um die sofortige und dauerhafte Schliessung meines Kontos gebeten. Natürlich mit dem Hinweis auf meine Krankheit. Bisher habe ich auf 3 Mails keine Antwort erhalten und im livechat wurde mir erklärt, dass ich warten muss. Leider habe ich seit der Beantragung der Schliessung weitere 76 Euro gezahlt. Ich fordere diese Summe zurück und bitte um Ihre Hilfe. Danke

Hello charlie6311,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BookofCasino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when exactly did you request for self-exclusion from the casino?
• How exactly did you specifically your addiction to them?
• When was the last time you spoke to the casino and what was it about?

If possible, please forward the e-mail in which you requested the exclusion from the casino to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello, yesterday the casino finally informed me after 3 days and another email that my account had been closed. However, the casino did not respond to my request for a refund. Thank you for your efforts

Guten Tag, das casino hat mich gestern endlich nach 3 Tagen und einer weiteren Email über die Schließung meines Kontos informiert. Auf meine Forderung zur Rückzahlung ist das casino allerdings nicht eingegangen. Ich bedanke mich für Ihre Bemühungen

Hello charlie6311,

Processing a self-exclusion request can take up to 72 working hours. If your account was closed within this timeframe, the casino acted in accordance with standard procedures. Unfortunately, any funds deposited during this period are non-refundable.

Is there anything else we can assist you with?

Best regards,

Nick

Hello and no. I do not need any further help. I thank you for your efforts and support

Hallo und nein. Ich benötige keine weitere Hilfe. Ich bedanke mich für Ihre Bemühungen und Unterstützung

Hello and I have a request.

Since I am unfortunately addicted to gambling and keep finding casinos here at casino guru where I have not yet requested self-exclusion, I would like you to block me from Casino Guru. I hereby request self-exclusion from your website. Is that possible?

Thanks

Hallo und ich habe eine Bitte.

Da ich leider spielsüchtig bin und hier bei casino guru immer wieder casinos finde, bei denen ich noch keinen Selbstausschluss beantragt habe, möchte ich, dass Sie mich auf Casino Guru sperren. Ich beantrage hiermit den Selbstausschluss für Ihre Website. Ist das möglich?

Danke

Hello Charlie6311,

Unfortunately, we are unable to fully block access to the website, as it can still be accessed without an account. However, there are browser extensions available that you can use to block the site on your own.

All we can do is to limit you by banning your account here which we will do based on your request.

Best regards,

Nick