CrownPlay Casino - La cuenta del jugador ha sido reabierta.

The casino arbitrarily reopened my account, which had previously been closed due to gambling addiction.

Reopening an account closed due to addiction without consent is a way to encourage gambling and cause people to relapse.

il casino ha arbitrariamente riaperto il mio account, chiuso in precedenza per dipendenza patologica.

riaprire senza consenso un account chiuso per dipendenza, è un modo per istigare al gioco d'azzardo e far ricadere le persone

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CrownPlay Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Good evening

Forwarded emails, if the account is still open I can't verify it, I installed an app that prevents me from logging in.

The only thing I ask, given the conduct of these casinos, incitement to gambling, they should be fined and compensate the unfortunate victim.

Reopening an account that was closed due to addiction only reactivates the addiction, which is why I am asking for compensation.

Nuncio

Buonasera

mail inoltrate, se l'account è ancora aperto non lo posso verificare, ho installato un app che mi impedisce di accedere.

L'unica cosa che chiedo, vista la condotta di questi casinò, istigazione al gioco d'azzardo, dovrebbero essere sanzionati e risarcire il mal capitato.

riaprire un account chiuso per dipendenza, non fa altro che riattivare la dipendenza, per tale motivo chiedo un risarcimento

Nunzio

Thanks for your patience.

Kindly provide evidence that your player's account has been closed due to your disclosure of gambling issues, so we may confront the casino regarding the situation and pursue a refund.

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

As I said, I can no longer log in. They replied that they closed the account, but no response regarding the compensation.

Come già detto non posso più accedere, hanno risposto di aver chiuso l’account, ma sul risarcimento nessuno risposta

Thanks for your reply.

I apologize for any misunderstanding.

Kindly provide evidence that you disclosed your gambling issues to the casino, such as a previous self-exclusion request addressed to the casino. Without it, we may not confront the casino about the unwanted account reopening, nor ask for a refund of money lost on gambling.

Thanks in advance for your cooperation.

Dear transporter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru