Playerz Casino - El jugador pudo abrir una cuenta a pesar de una autoexclusión activa.

I was allowed to log in and play my money even though I have set my account closed. I signed up with a trust and got the money deposited at 100, 100, 150, 150, 50 e My account was closed during the fourth deposit but I was still able to deposit 50 euros. the matter is now being dealt with at the casino but I have now come to the conclusion that all the funds deposited must be returned due to a failed closure. I managed to make deposits of € 100,100,150 but the last deposits of 150 and 50 were left somewhere between / in the casino account. the money has left my account. Apparently my account was closed when I had previously requested a lock to my sister casino account. unfortunate case. i want all my money back because of a failed block.

Minun annettiin kirjautua ja pelata rahani vaikka olen asettanut tilini sulkuun. Kirjauduin trustylla ja sain rahat talletettua 100, 100, 150, 150, 50 e Tilini suljettiin käyttämiseltä neljännen talletuksen aikana mutta pystyin vielä tallettamaan 50 euroa. asiaa käsitellään nyt kasinolla mutta olen tullut nyt siihen tulokseen että kaikki talletetut varat pitää palauttaa epäonnistuneen sulkemisen johdosta. Ehdin pelaamaan 100,100,150 euron talletukset mutta viimeiset talletukset 150 ja 50 jäivät johonkin välille/kasinon tilille. tililtäni rahat ovat lähteneet. Ilmeisesti tilini suljettiin kun olin aiemmin pyytänyt sulkua sisarkasinon tilille. valitettava tapaus. haluan kaikki rahani takaisin epäonnistuneen eston takia.

Dear Superpeluri,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have requested self-exclusion from this casino, and after that, you were able to make more deposits?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

I put the email directly in your email. I will send them a statement today.

laitoin sähköpostia suoraan sinun sähköpostiisi. lähetän tänään heille tiliotteen.

Thank you for your reply and email, Superpeluri. Would you be so kind and forward me the self-exclusion request from the sister casino?

Also, do I understand correctly that your last two deposits have been deducted from your bank account and not credited to your casino account or returned back?

yes just like that. I am sending a self-lockout request and emails to the casino today

kyllä juurikin näin. lähetän tänään itsesulkupyynnön ja sähköpostiviestit kasinon kanssa

moi they paid back my last 2 deposits i.e. 200 euros. I never got an answer to which sister casino I was blocked from and I don’t remember that selfishly. Do you think I should still claim the € 350 I lost to the games before the close or be happy with that € 200?

moi he maksoivat 2 viimeisintä talletustani takaisin eli 200 euroa. en koskaan saanut vastausta mille sisarkasinolle minut oli estetty enkä itsekkään sitä muista. Mitä mieltä olet kannattaako minun vielä vaatia sitä 350 euroa minkä hävisin peleihin ennen sulkua vai olla tyytyväinen tähän 200 euroon?

Thank you very much Superpeluri for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

thank you. So in the beginning, I shouldn't have been able to deposit / log in to this casino. will I email you about your conversations with the Casino?

kiitos. Eli alunperinkään minun ei siis pitänyt pystyä tallettamaan/kirjautumaan tälle kasinolle. lähetänkö teille sähköpostit casinon kanssa käymistä keskusteluista?

login is done using trustly. That is, with strong identification.

kirjautuminen tehdään trustlya käyttäen. Eli vahvalla tunnistautumisella.

Hi Superpeluri,

I have looked at your case and understand the situation. You can send any additional evidence to my email address (peter.m@casino.guru) I will contact the casino and see if I can help. I would like to invite Playerz Casino to the conversation to participate in the resolution of this complaint.

Thank you Superpeluri for your emails. Now it's the casino's turn to reply.

Hi Superpeluri,

Kindly note we have escalated your case to the relevant Department and are awaiting an update from them. Once they do we will inform you accordingly. 

Should you have any other queries do not hesitate to contact us. 

Regards,

Playerz Casino Team

clear. wait and see. miraculously put an email on the subject. and let us know again.

selvä. katsotaan. laittakaa ihmeessä sähköpostia asian tiimoilta. ja ilmoittakaa tännekkin asiasta.

Hi Superpeluri, 

Kindly note we are still awaiting an update from the team handling your case. The moment they inform us regarding your case we will contact you accordingly. 

Regards,

Playerz Casino Team

Hi Superpeluri,

Kindly note that your payment has been manually processed today the 27th of January 2022, Kindly wait 3-5 working days in order for balance to reflect into your account accordingly.

Regards,

Playerz Casino Team

The money appeared in the account yesterday. I got everything back. Many thanks to the casino guru and the staff. Thanks also to the playerz casino. I am more than satisfied. Admittedly, I hope that if this happens to anyone in the future then you will admit your mistake and return the money immediately. Thank you. The case has been dealt with. Casinoguru 10/10. Thank you Peter for your help.

Rahat näkyivät tilillä jo eilen. Sain kaiken takaisin. Suuri kiitos casinogurulle ja työntekijöille. Kiitos myös playerz kasinolle. Olen enemmän kuin tyytyväinen. Tosin toivon että jos tälläistä kenellekkään tulevaisuudessa tapahtuu niin myönnätte virheenne ja palautatte rahat välittömästi. Kiitos. Tapaus on käsitelty. Casinoguru 10/10. Kiitos Peter avustasi.

Thank you Playerz Casino Team for your help.

Dear Superpeluri,

Thank you for the update.

I'm glad to hear that you received your refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter