Casino. Guru complainservice

Glamors12

Diamante

Suecia

Glamors12

hace 1 año

OriginalTraducción

También sé por experiencia, después de muchos años de juego, que si hubiera ganado más de lo que ingresé, no habría sacado el dinero. Winwin para el casino. Muy decepcionado con este "caso cerrado", pero cuando algo suena demasiado bueno para ser verdad, lo es.

Traducción automática:

Borrado

Glamors12 ha borrado el mensaje

Forum and Reviews Administrator

hace 1 año

OriginalTraducción

Los servicios de quejas de Casino.guru son una completa broma. Puedes olvidarte de que ellos resuelvan cualquier cosa que no puedas resolver tú mismo. Debo decir que me gustó mucho este sitio y con el tiempo desarrollé confianza en él. Esto resultó ser todo lo contrario. Apoyan a los casinos, de eso no hay duda.

Presenté una queja sobre Slotmonster Casino.

Inicialmente tenía una cuenta en Slotmonster, jugué y perdí mucho. Luego abrí una cuenta en Instantcasino, el sitio hermano de Slotmonster. También jugué allí y perdí mucho. Escribí un correo electrónico indicando que era adicto al juego y le expliqué el impacto negativo que el juego tenía en mi vida. LE PEDIÉ AL CASINO QUE CERRARA MI CUENTA PERMANENTEMENTE EN INSTAWIN Y EN TODOS LOS SITIOS HERMANOS. Luego recibí un correo electrónico informándome que las cuentas estaban cerradas. PERO al día siguiente, todavía podía abrir mi cuenta en Slotmonster y seguir perdiendo dinero. Aquellos de nosotros que hemos estado jugando en casinos durante algunos años SABEMOS que cuando escribes a un casino diciendo que eres adicto al juego y les PIDES que CIERREN tu cuenta en TODOS sus sitios hermanos, eso debería ser suficiente. Ese debería ser el final de la historia y las cuentas deberían cerrarse.

Al parecer, Casino.guru no cree que esto sea suficiente. Aparentemente, debes escribir a cada casino dentro de su grupo.

Me di cuenta desde el principio de que tenía un caso que no querían aceptar. Quiero decir, tomó una semana y media con muchas preguntas que ya habían sido respondidas.

Sólo quiero decir que estoy totalmente de acuerdo con eso. El dinero se pierde de todos modos. Pero aquellos que estén pensando en presentar una queja a través de este sitio, simplemente están perdiendo el tiempo. Nunca volveré a visitar este sitio. Copiaré cómo escribí en el casino y cómo debería haber escrito según Casino.guru.

Así es como escribí.

¡Hola amigos!

Me gustaría pedirle que cierre mi cuenta con usted y todos sus sitios hermanos.

Soy un adicto al juego y juego en juegos de casino desde 2010. En el camino, no solo he perdido más de 300.000 euros, sino que también he perdido amigos, familiares, hijos y todo lo que importa. Juego no para ganar dinero sino por mi adicción. Incluso si ganara un millón, seguiría apostando. Me perdí hace mucho tiempo.

¿Podrías cerrar mi cuenta? Gracias.

Gracias por leer. Atentamente.

Jag Skulle vilja tacka casino.guru para min tid här. Jag vill också gärna att ni raderar mitt konto.

Casino.guru's complaint services are a complete joke. You can forget about them solving anything you can't solve yourself. I have to say that I really liked this site and over time I developed trust in it. This turned out to be completely the opposite. They support the casinos, no doubt about it.

I filed a complaint about Slotmonster Casino.

I initially had an account with Slotmonster, played, and lost a lot. Then I opened an account on Instantcasino, Slotmonster's sister site. I also played there and lost a lot. I wrote an email stating that I was addicted to gambling and explained the negative impact gambling had on my life. I ASKED THE CASINO TO CLOSE MY ACCOUNT PERMANENTLY ON INSTAWIN AND ALL SISTER SITES. I then received an email that the accounts were closed. BUT the next day, I could still open my account on Slotmonster and continue losing money. Those of us who have been playing at casinos for a few years KNOW that when you write to a casino saying you are addicted to gambling and ASK them to CLOSE your account on ALL their sister sites, that should be enough. That should be the end of the story and the accounts should be closed.

Apparently, Casino.guru doesn't think this is enough. Apparently, you have to write to every single casino within their group.

I noticed very early on that I had a case they didn't want to take. I mean, it took 1.5 weeks with a lot of questions that had already been answered.

I just want to say that I'm totally fine with it. The money is lost anyway. But for those of you thinking about filing a complaint through this site, you're just wasting your time. I will never visit this site again. I'll copy how I wrote to the casino and how I should have written according to Casino.guru.

Here is how i wrote.

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.

jag skulle vilja tacka casino.guru för min tid här. Jag vill också gärna att ni raderar mitt konto.

hace 1 año

OriginalTraducción

I would say that Kristina has explained to you what the conditions are and how it works here. So according to your complaint " We determined that the player did not directly inform SlotMonster Casino about his gambling problem before depositing." Also, it is always necessary to self-exclude at every casino unless it is stated in the Terms and Conditions that if you do it at one casino it also applies to sister casinos.

The second thing that struck me is that you talk about closing the account. That's different than self-exclusion.

After all, if you close your account, in some casinos it's not hard at all to open a new one just by changing your email.

So in the future I would definitely recommend to stick to doing it right and always find out how self-exclusion works because it's not the same in every casino.

Also, I'm sorry that you have this opinion towards us, because we appreciate every single player who is here and tries to communicate with other players about gambling or to help.

I wish it would have turned out differently.

Forum and Reviews Administrator

Glamors12

hace 1 año

Glamors12 ha borrado el mensaje

hace 1 año

OriginalTraducción

If the sister casinos ever lure you to them to play even if you are self-excluded, it certainly wouldn't be okay with us. I find your situation you described strange from the point of view that first the casino says you have a self-exclusion block on a sister site and then says it doesn't have any sister sites. That's pretty shady.

Anyway, you gave a great example that it can work differently in every casino. There are many of them that won't accept self-exclusion unless you do it at that particular one. We don't think it's enough to write an email to one of them to self-exclude you at the other until it's made clear in the Terms and Conditions that it applies to sister sites as well.

So it is important to also look at it from this point of view. We have experts who deal with cases like this on a daily basis, so it's definitely not something we take lightly, I can assure you. Responsible gambling is an important thing for us, but players also have to abide by some rules and we have procedures that we also follow.

If you have had experience with casinos with this license and there have been more where there have been problems, then I don't see why you should continue to play there.

That's probably what I would add.

Borrado

Glamors12 ha borrado el mensaje

Diamante

Suecia

hace 1 año

OriginalTraducción

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."

Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?

You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.

On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"

Diamante

Suecia

hace 1 año

OriginalTraducción

sin cambios de correo electrónico u otra información. Esto no es relevante en mi caso.🙂

Traducción automática:

Diamante

Suecia

hace 1 año

OriginalTraducción

Jag kan knappt förstår att av allt detta

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.

så var det 1 ord du reagerade på🤣 du förbisåg alla negativa sakerna. Jag kan helt ärligt inte förstå det..

Forum and Reviews Administrator

Glamors12

hace 1 año

Glamors12 ha borrado el mensaje

hace 1 año

OriginalTraducción

Yes I understand what you are saying and in some cases it would probably not be the easiest.

However, so many casinos in the same group don't come up every day. If one appears and you have the option to self-exclude from the whole group then it is easier, because this act should also apply to new casinos as well.

But if this is not the case then unfortunately the player has to practice this process one by one. We can't control who has what Terms and how they handle these things and how seriously they take them.

However, I know one thing for sure, if I had such an issue with the Curacao casinos I would never go to them to play, and I would only play in the ones that are reliable.

Your case you described is different from the last one in that you were basically tricked by the casino into believing that they didn't have sister sites, and that's a big difference. That's why I'd say you managed to win with the help of a lawyer, which I'm sure glad you did.

Nevertheless, every case can be different, and sometimes even a small discrepancy can make a big difference, especially when it comes to responsible gambling.

Radka

Social Media & Community Specialist

hace 1 año

OriginalTraducción

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."

Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?

You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.

On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"

hace 1 año

OriginalTraducción

Dear player,

I have to say I dissagree with you on a few occassions. It's fair to say that the whole matter of the current state of the Self-Exclusion through out the industry is not convenient. There are huge differences between national laws and regulations making it pretty chalenging to exclude from various casinos.

Becuse of this, responsible player should never rely on his opinion or feelings insted, should accept how things actually works. Jaro alredy explained that, and I see no issue with his sesponses to you.

The sooner you understand how you need to behave when self excluding from casino, the sooner you will be succesfull in doing so. From our perspective, it would be highly irresponsible not to inform you about things you have not done correctly.

We are not here to blindly agree, we're here to explain things. The rest is up to you.

So no, in some casinos it's not enoughto say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have inform each casino separately - depends on their rules and license, among other things.

I wish you no further harm, just try to learn from this situation, please.

Editado

Forum and Reviews Administrator

hace 1 año

OriginalTraducción

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."

Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?

You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.

On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"

hace 1 año

OriginalTraducción

I sympathize with you and I certainly didn't mean to take you at your word. In this case, however, there is a difference between closing an account and self-exclude.

I would say that in honest casinos you shouldn't have a problem with that. If you want to be excluded you should do so and they should take it with the utmost seriousness. Don't ask why you want to do it and if your opinion will change for example with bonus and so on. There is a very fine line if a player is addicted and no casino should profit from it. Just like reopening an account.

Although, having been in this business for a while, I can see that not every casino you would encounter the same solution. This will never be an excuse that if a casino doesn't take it seriously, that it's okay for us because it's not.

But it's important to realize that not every casino is the same, and not every casino treats responsible gambling equally. That's why I was talking about the fact that unfortunately sometimes you have to self-exclude yourself from each casino individually even though you write to do it for the whole group. Of course, if it's not possible to do it for the whole group, then the casino could also tell you that it's not allowed and that you have to do it manually everywhere.

I don't want you to take this as an attack against you, I'm just trying to explain what cases I've encountered and what is standard in most of casinos.

Diamante

Suecia

Radka

hace 1 año

OriginalTraducción

Dear player,

I have to say I dissagree with you on a few occassions. It's fair to say that the whole matter of the current state of the Self-Exclusion through out the industry is not convenient. There are huge differences between national laws and regulations making it pretty chalenging to exclude from various casinos.

Becuse of this, responsible player should never rely on his opinion or feelings insted, should accept how things actually works. Jaro alredy explained that, and I see no issue with his sesponses to you.

The sooner you understand how you need to behave when self excluding from casino, the sooner you will be succesfull in doing so. From our perspective, it would be highly irresponsible not to inform you about things you have not done correctly.

We are not here to blindly agree, we're here to explain things. The rest is up to you.

So no, in some casinos it's not enoughto say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have inform each casino separately - depends on their rules and license, among other things.

I wish you no further harm, just try to learn from this situation, please.

hace 1 año

OriginalTraducción

🤣🤣🤣🤣🤣

Diamante

Suecia

hace 1 año

OriginalTraducción

Entonces no, en algunos casinos no es suficiente decir "Me gustaría pedirle que cierre mi cuenta con usted y todos sus sitios hermanos". No es tan sencillo, en la mayoría de los casos hay que informar a cada casino por separado; depende de sus reglas y licencia, entre otras cosas.

Me gustaría pedirle que cierre mi cuenta con usted y todos sus sitios hermanos.

Soy un adicto al juego y juego en juegos de casino desde 2010. En el camino, no solo he perdido más de 300.000 euros, sino que también he perdido amigos, familiares, hijos y todo lo que importa. Juego no para ganar dinero sino por mi adicción. Incluso si ganara un millón, seguiría apostando. Me perdí hace mucho tiempo.

¿Podrías cerrar mi cuenta? Gracias.

Gracias por leer. Atentamente.

¿Crees que esto no es suficiente? Vale, lo entiendo, respeto tu opinión. Simplemente entiendo mejor tu posición. Es muy posible que seas uno de esos casinos inexpertos y con la conciencia tranquila. Ya no me importa esta queja. Simplemente me entristece ver que eres exactamente igual a esta gente en costa rica.. ya no me ves aquí. Gracias y que tengas un buen verano.

Editado

Traducción automática:

Forum and Reviews Administrator

hace 1 año

OriginalTraducción

I would say that would be enough for me personally. But for casinos, apparently not, and some standard and procedures and under what conditions they must have in context of self-exclusion. That's why I wrote what I wrote, because that's the experience of most players.

For me it would be clear but I don't work in a casino and if I did and they told me that this was too weak for a slef-exclusion, I would probably have to listen. It's always best to look for information on this in the casino and how to self-exclude and you'll see that not every casino has the same policy.

Of course, the best thing would be to be able to put it under the control and not play any more.

You always have to learn from such a sad situation, and now you will know that not always what we think is clear is really so clear for everybody. 🙁

Bronce

República Checa

hace 1 semana

OriginalTraducción

Blitz-Fun Casino bloqueó mi cuenta después de que gané y se niega a retirar los fondos.

Hice un depósito con mis propios fondos, usé el bono de bienvenida y jugué como siempre. Tras cumplir las condiciones, solicité un retiro de aproximadamente 30.000 CZK.

El retiro no se procesó durante más de dos semanas y mi cuenta fue bloqueada. El casino afirma que infringí las reglas, pero se niega a especificar cuál.

Al mismo tiempo, se niegan a devolverme mis propios fondos depositados.

Solicito una explicación específica de la supuesta violación de las reglas y un reembolso de mis fondos depositados.

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Traducción automática:

Radka

Social Media & Community Specialist

hace 1 semana

OriginalTraducción

Hola, entiendo la situación, pero me temo que el casino no responderá a tal desafío en un foro público.

Podría preguntar sin pensarlo dos veces: ¿estás en contacto con alguien del casino? Y la página anterior de esa comunicación, donde se mencionan infracciones sistemáticas de las normas, podría ayudar a entender lo que el casino cree que estaba sucediendo.

De todos modos, la denuncia fue un buen paso.

Editado

Traducción automática:

barborasp

Platino

República Checa

hace 5 días

OriginalTraducción

Hola.

Este casino blitz-fun.bet lleva casi dos meses negándose a pagarme 12.500, pero tengo 6.000 depositados. ¿Es posible recuperar al menos el dinero depositado? Presenté una queja aquí hoy.

Traducción automática: