Chanz Casino - El jugador critica las prácticas de autoexclusión en el casino.

This operator is not responsible. I have requested that the game account be closed on February 1, 2023 and prevented from playing on their entire network due to a game problem. in the blocking email I also asked to update my personal information so that the blocking system would work 100%, they didn't even do this!

On 27/03/2022 they let me open an account for them with 100% the same personal information as in my blocking email and I managed to lose 800e

do you think this is responsible towards problem gamblers?

On February 1, 2023, in my blocking email, I request:

if I am already self exclusive, I ask to extend the closing time by the maximum amount/forever. here is my updated personal information:

now all my game accounts are closed.

Tämä operaattori ei ole vastuullinen. Olen pyytänyt pelitilin sulkua 1.2.2023 ja estämään minua pelaamasta heidän koko verkostossaan peliongelman takia. sulkusähköpostissa pyysin myös päivittämään henkilötietoni jotta estojärjestelmä toimisi 100% he eivät edes tehneet tätä!

27.3.2022 he antoivat minun avata heille tilin 100% samoilla henkilötiedoilla kun estosähköpostissani oli ja onnistuin häviämään 800e

onko tämä teidän mielestä vastuullista ongelmapelaajia kohtaan?

1.2.2023 estosähköpostissani pyydän:

if I am already self exclusive, I ask to extend the closing time by the maximum amount/forever. here is my updated personal information:

nyt kaikki pelitilini ovat kiinni.

Dear Lola1556,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. I have checked the responsible Gaming section for Finnish players, and this is what I found: (https://casino.chanz.com/fi/playresponsibly):

"Self-imposed curfew

If you want to take a break from playing, you can close access to your game account for at least 24 hours or up to six months. Under no circumstances will your game account be activated earlier than the limit you have set."

Could you please advise if you've been informed about the limitations of your self-exclusion by the casino as it's suggested in the casino's message to you?

Looking forward to hearing from you.

Best regards,

Tomas

Dear Lola1556,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the responsible gaming section for Finnish players, and this is what I found: (https://casino.chanz.com/fi/playresponsibly):

"Itse asetettu porttikielto

Jos haluat pitää pelaamisesta taukoa, voit sulkea pääsyn pelitilillesi vähintään 24 tunniksi tai jopa kuuden kuukauden ajaksi. Pelitiliäsi ei aktivoida missään tapauksessa aikaisemmin, kuin asettamasi rajoitus on määrätty."

Could you please advise if you've been informed about the limitations of your self-exclusion by the casino as it's suggested in the casino's message to you?

Looking forward to hearing from you.

Best regards,

Tomas

Yes, I have received an email from the casino on 01/02/2023 confirming that they have closed my game account.

But in my message sent on 01.02.2023 I ask them to update my personal information so that the blocking system works 100% 01.02.2023 I wrote " here is my updated personal information:

And I was able to open a new account with 100% the same personal information.

they don't take responsible gaming seriously.

Kyllä, olen saanut kasinolta 01.02.2023 sähköpostin mikä vahvistaa, että he ovat sulkeneet pelitilini.

Mutta 01.02.2023 lähetetyssä viestissäni pyydän heitä päivittämään henkilötietoni ajantasalle jotta estojärjestelmä toimisi 100% 01.02.2023 kirjoitin " here is my updated personal information:

Ja pystyin avata 100% samoilla henkilötiedoilla uuden tilin.

he eivät ota vastuullista pelaamista tosissaan.

Thank you very much, Lola1556, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi, the casino has promised a full deposit refund. I will let you know when the money is in my bank account.

Hei, kasino on luvannut täyden talletuksen palautuksen. Ilmoitan kun rahat ovat pankkitililläni.

Dear Lola1556, I absolutely appreciate that you shared your experiences with the Casino Guru team. Please, let me know when you receive the refund.

I got my money. The appeal can be closed.

Sain rahani. Valitus voidaan sulkea.

Dear Lola1556,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef