Casino777 ES - La autoexclusión del jugador falló.

In 2017 I created an account in this casino and due to my addiction to online gambling I closed it permanently and indefinitely (so I expressed it in the emails sent)

My surprise is that since that time these people have taken advantage of my addiction problem by letting me reopen the account on several occasions knowing that I am sick.

Today I have recovered the emails from that time and my lawyer has asked me to contact them or we will denounce them before the dgoj and the competent authority.

I enclose all the information as well as the final closure request and the confirmation of said closure by the same casino.

I request any and all deposits made since February 14, 2017

I have more captures but it won't let me upload them by size

thanks help me please

en 2017 cree una cuenta en este casino y debido a mi adicción al juego online la cerré definitivamente y de forma indefinida ( así lo exprese en los email enviados)

mi sorpresa es que desde ese tiempo esta gente se ha aprovechado de mi problema de adicción dejándome reabrir la cuenta en varias ocasiones sabiendo que estoy enfermo.

hoy mismo e recuperado los correos de esa época y mi abogado me ha solicitado que me ponga en contacto con ellos o denunciaremos ante la dgoj y la autoridad competente.

les adjunto toda la información así como la solicitud de cierre definitivo y la confirmación de dicho cierre por el mismo casino.

solicito todos y cada uno de los depósitos realizados desde el 14 de febrero de 2017

tengo mas capturas pero no me deja subirlas por tamaño

gracias ayúdenme porfavor

Dear Xotin35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for self-exclusion? My email address is veronika.l@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why? Have you managed to log into the same account that should have been blocked?

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,

Veronika

I already sent you everything.

I have more emails

In all of them it says that my account will be closed for life due to problems with online gambling.

They even tell me that they closed it indefinitely in 2017 and then reopened it, violating the responsible gambling law and taking advantage of my illness since they know that I play a lot when I have an outbreak.

I sent you everything by email with the subject xotin35

thank you so much

Ya te envié todo.

tengo mas emails

en todos pone que me cierren la cuenta de por vida por problemas con el juego online.

hasta ellos mismos me dicen que si que me la cierran indefinidamente en 2017 y luego vuelven a abrirla vulnerando la ley de juego responsable y aprovechandose de mi enfermedad ya que saben que juego mucho cuando me da un brote.

te pase todo por email con el asunto xotin35

muchas gracias

Thank you very much for the screenshots. Your first message for closing your account is from February 2017. A year later, in February 2018, you requested another permanent self-exclusion from the casino. Have you submitted any request for your account to be re-opened again? If so, could you provide me with the screenshots of those as well, please?

Yes, when I had an outbreak of compulsive gambling I asked them to reopen it, which by law, since in 2017 they closed my account permanently due to problems with online gambling, THEY COULDN'T REACTIVATE IT FOR ME. But they opened it to take advantage of my illness.

Si si yo cuando me da un brote de ludopatía les pedi la reapertura cosa que por ley , ya que en 2017 me cerraron la cuenta definitivamente por problemas con el juego online, NO ME LA PODIAN REACTIVAR. Pero ellos para aprovecharse de mi enfermedad la abrieron.

When was the last time you logged into your account? How many times have you requested your account to be re-opened again? Are you now self-excluded or do you still use your account?

The last time was in 2022. I am excluded because I am enrolled e. the dgoj.

I think I requested the reopening only in 2018.

On Friday I called the dgoj and I am absolutely right, if I want to complain I have to file a complaint on the dgoj website itself.

However, I told them that I was claiming it here, they tell me that if we do not reach an agreement this way, I should report them on their website.

thank you so much

La última vez fue en 2022. Estoy excluido porque estoy inscrito e. La dgoj.

creo que solicite la reapertura solo en 2018.

el viernes llame a la dgoj y tengo toda la razón, si quiero reclamar tengo que formular una denuncia en la misma web de l dgoj.

no obstante les comunique que lo estaba reclamando por aquí, me dicen que si por esta via no llegamos a un acuerdo que les denuncie en su web.

muchas gracias

Please send me the document from the DGOJ confirming that you're excluded from the gambling establishments together with the date showing since when your self-exclusion is valid. My email address is veronika.l@casino.guru. Thank you very much.

I signed up this week when I talked to the dgoj for this process. I sent it to them but I don't understand why they need it since they have violated my express right to permanently close the account due to gambling problems and they have reopened it.

The registration is from last week, nothing to do with the problem. here exposed

Me registre esta semana cuando hable con la dgoj para este proceso. Yo se lo envio pero no entiendo para que lo necesitan ya que ellos an vulnerado mi derecho expreso a cerrar la cuenta definitivamente por problemas con el juego y ellos lo han reabierto.

la inscripcion esta de la semana pasada nada que ver con el problema. Aquí expuestos

Thank you for sending me the registration. Unfortunately, it really is not related to the case, since it's been active only a few weeks.

Can you please specify when exactly in 2022 you logged into your account and actively played? Have you not logged into your account since then?

Let's see, in 2017 I had to have the account permanently closed and I should not have been able to play in 2018 or 2022.

I expressed it clearly. I HAVE PROBLEMS WITH THE ONLINE GAME AND THEY CANNOT RE-OPEN MY ACCOUNT SINCE I EXPRESS SO.

In 2022 I think in September.

They have taken advantage of my illness, period.

I think you have not understood me, YOU HAVE BYPASSED MY SELF-EXCLUSION DUE TO PROBLEMS WITH THE ONLINE GAME.

thanks a lot

A ver yo en 2017 tenia que tener l cuenta cerrada definitivamente y no tenia que haber podido jugar ni en 2018 ni en 2022.

lo exprese bien claRO TENGO PROBLEMAS CON EL JUEGO ONLINE Y ELLOS NO PUEDEN VOLVER A ABRIR MI CUENTA YA QUE ASI LO EXPRESE.

En 2022 creo q en septiembre.

se han aprovechado de mi enfermedad y punto.

Creo que ustedes no me han entendido, SE HAN PASADO POR ALTO MI AUTOEXCLUSIÓN POR PROBLEMAS CON EL JUEGO ONLINE.

muchísimas Gracias

Thank you very much, Xotin35, 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 resolved to your satisfaction in the near future.

Thanks a lot

Muchisimas gracias

Dear Xotin35,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

I really appreciate your help and that of the general directorate of gaming organization. THANK YOU

Lo agradezco muchísimo vuestra ayuda y la dela dirección general de organización de juego. GRACIAS

Hi there?? We know something???

Hola buenas?? Sabemos algo???

Hello good, the lawyer asks me if the casino has said something? Since we are waiting for your response to act.

thanks a lot

Hola buenas me pregunta el abogado si el casino a dicho algo?? Ya que estamos esperando su respuesta para actuar.

muchísimas gracias

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.

If they don't respond, what should we do? My lawyer says to sue them directly.

all the best

En caso de que no respondan que tendríamos que hacer. Mi abogado dice que denunciarles directamente.

un saludo

hello I see that the casino does not respond,,, and the truth is that I am worried.

hola veo que el casino no responde,,, y la verdad que estoy preocupado.

The casino has not pronounced. From what I see. Can you help us. What steps do we have to follow? Thank you

El casino no se a pronunciado. Por lo que veo. Nos puedes ayudar. Que pasos tenemos que seguir. Gracias

hello good I see that no one answers

hola buenas veo que nadie responde

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Xotin35,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. An alternative solution would be to file an official complaint with the licensing authority of the casino. I am more than willing to assist you with this process, and you can contact me at the email address provided below. Please note that this complaint will have an impact on the casino's safety index on our website. Feel free to reach out if you have any inquiries or require further help.

Best regards, Jozef

jozef.k@casino.guru