AHTI Games Casino - La cuenta del jugador ha sido reabierta a pesar de la solicitud de cierre.

Dear all,

I have issues with playing and gambling, i am addicted. And i have gave this information to the casino and have asked them to lock my account. They have assured me that my account cannot be reopened due tomy problems. Please see the screen shot. But the account was opened yesterday and i have played cause u cannot stop mysefle.

Please send me my yesterday lost money back.

Dear Hopen29,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the account closure request you initially sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru.

When exactly did you request your account to be blocked and for how long?

Have you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronica,

I ve sent you an email with the requested info. Have you got it?

Thank you

Yes, I have received your email, thank you very much. The screenshot shows the chat you had with the casino's chatbot, not a real support agent. The chatbot explained how you can request self-exclusion through your account.

Have you followed the chatbot's suggestion and requested self-exclusion through your casino account? What period of self-exclusion did you choose? Have you received any confirmation that your account is now blocked? If so, please forward it to me at veronika.f@casino.guru.

Hi Veronica,

I have just sent you an email.

Thank you

Thank you for your patience and for providing additional details. Based on the communication we’ve received, I understand that you encountered a responsible gaming restriction on February 20, but I haven’t been able to verify the specific duration of your self-exclusion period.

It’s possible that the self-exclusion period expired between February 20 and March 1, which could explain the situation you're facing now. In order to clarify things further and assist you with your complaint, could you please provide more details about the self-exclusion period you selected in your account? This information will help us better understand the timeline and proceed accordingly.

Looking forward to hearing from you soon.

Dear Veronica,

Mysefle exclusion period has nothing to do with the decision they took not to reopen my account, please check the last screen shot where it is written, they have checked and it is nor possible to reopen the account, and then it was opened, i think by mistake. Unfortunately i have deleted all the emails wiht our communication with the info that i am addicted. If i find sth in my emails. But the fact is that they knew i am addicted, and that is why they decided not to open it. Which was not the case.

Thank you

Please check the screen shot where an agent is aware that i am addicted. And i have made a self exclusion but the max period was 1week , but they knew my wish that they close it permanently. And ine agent said the account cannot be opened, but it qas

Thank you

Here are the screenshots

Could you please forward the entire communication from the live chat to my email address, rather than just snippets?

Additionally, customer support provided guidance on how to properly request self-exclusion in your account. Could you confirm if you activated the self-exclusion period for more than 1 week?

Thank you for your cooperation. I look forward to your reply.

The info that is needed was sent per email.

Thank you

Thank you for your response. I understand how frustrating this situation must be for you.

However, I still haven’t received clear evidence regarding the duration of your self-exclusion. Without this crucial information, it will be impossible to proceed with the investigation. If you can provide any confirmation—such as emails, screenshots, or any messages from the casino that explicitly state for how long your account should remain closed—it would greatly help in addressing your complaint.

Please note that without further details, we may not be able to continue the case, and the complaint will need to be closed. I appreciate your cooperation and look forward to your reply.

Hi,

The self exclusion was for a month, there is no possibility for a longer period, i have sent you a screenshot shoot with the given option

But in the chat i was assured twice that my account will not be reopened, this means they took the decision, to close my account permanently exactly as i asked. But it waa then reopened. Which is a mistake of the casino.

Thank you

Did you tell a real support agent that you had a gambling problem and requested a permanent closure of your account, or did you only mention it to chatbot Marcus?

Hi Veronica,

Yes , i did and 3 of them has confirmed my account will not be open again. Please check the copy paste of the conversations sent to you per email.

Thank you

Thank you very much, Hopen29, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.

And have just sent you an email with a request for 5 years lock of the account.

Thank you

Hello Hopen29,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AHTI Games Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Dear Hopen29,

I have been in contact with the casino outside of the thread, and I explained them the situation. I am still waiting for their statement. I will inform you as soon as I hear from them.

Thank you very much!

Dear Hopen29,

Unfortunately, I have to inform you that the casino is not willing to refund you anything, even though I pushed them and expressed my strong opinion about the fact that you should be refunded in this case. Due to this fact, I am forced to close this complaint as unresolved, which will have a negative impact on the casino's safety index. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to change their stance, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at michal.v@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal V