Instant Casino - La cuenta del jugador ha sido cerrada ilegalmente.

I requested the closure of my account and reopened another one with a different address but the same ID and credentials. This is illegal since I permanently excluded myself. I contacted customer service, and they denied me a refund, which exceeded €3,000. This is an illegal activity contemplated by law and is a punishable offense. It is strictly prohibited to open another account with the same details when the previous one is closed.

SOLICITÉ EN CIERRE DE MI CUENTA Y REABRÍ OTRA CON OTRA DIRECCIÓN PERO LA MISMA IDENTIFICACIÓN Y CREDENCIALES, SIENDO ESTO ILEGAL YA QUE YO MISMA ME AUTOEXCLUÍ DE MANERA PERMANENTE. ME PONGO EN CONTACTO CON EL SERVICIO DE ATENCIÓN AL CLIENTE Y ME DENIEGAN EL REEMBOLSO QUE SUPERA LOS 3000 EUROS. ESTE HECHO EN UNA ACTIVIDAD ILEGAL CONTEMPLADA EN LEY, SIENDO DELITO PENALIZABLE, ESTÁ TOTALMENTE PROHIBIDO ABRIR UNA CUENTA CON LOS MISMOS DATOS ESTANDO LA ANTERIOR CERRADA.

Dear Fuenvi,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino about suffering from any gambling problems recently or in the past?
• Could you please support your complaint with evidence regarding the situation, such as relevant communication with the casino?
• Do I understand correctly that you are asking for a refund of your lost deposits, totaling 3000€?
• Share supporting evidence with me at tomas@casino.guru

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

YES I INFORMED HIM, THAT'S WHY I REQUESTED THE CLOSURE ( ), this was the account; the new one is I had no problems and they verified my account with the details from my previous account.

SÍ SE LO INFORMÉ POR ESO SOLICITÉ EL CIERRE ( fuenfuen29@gmail.com), está era la cuenta; la nueva es fuensantilla@hotmail.com, no tuve ningún incoveniente y me verficaron la cuenta con los datos de la anterior.

Thanks for your reply.

We believe that if you inform the casino about your gambling problems, the casino should reasonably prevent you from creating other accounts.

For us to conclude that the casino should have protected you and to proceed further in confronting the casino, we'll need evidence that you informed the casino about your gambling problems/addiction. Without it, we won't be able to help. Please share with me supporting evidence to my email at tomas@casino.guru

Please forward the relevant proof as an attachment to my email at tomas@casino.guru

To forward an email as an attachment

1. On your desktop computer, go to Gmail.
2. Next to each email you want to forward, select the checkbox.
3. At the top, click More. Forward as attachment.
4. In the "To" field, add recipients.
5. In the "Subject" field, add a subject.
6. Under the "Subject" field, write your message.
7. At the bottom, click Send.

Looking forward to your reply.

I am sorry, but we can't accept this as valid proof.

Kindly proceed to submit proof following the guide outlined above.

Forward the email previously sent to the casino as an attachment to my email at tomas@casino.guru

Here is a video guide with the same instructions (in English). https://www.youtube.com/watch?v=Q_zOpXqR0Ns

Looking forward to your reply.

I have already sent it to you.

Ya se lo he enviado

Thanks for your reply.

I apologize, but the submissions you made thus far can't be considered valid proof that the self-exclusion requests were sent to the casino by you.

After following the guide I provided, the email files should be attached in the body of your email in .eml format, similar to what you can see in the video guide I shared with you.

Kindly view the video guide I shared with you earlier and submit the evidence to my email in the format we can accept at tomas@casino.guru. Be sure to use a desktop computer and not a phone. Screenshot submissions won't be accepted.

Thanks for your understanding.

I have already sent it to you.

Ya se lo he enviado

Thanks for your reply

I am sorry, but what you provided were screenshots of what appear to be unsent emails we cannot accept as evidence for obvious reasons.

We can only help if you send us relevant evidence, which you failed to provide despite clear guidelines.

Please understand that creating multiple accounts in online casinos is prohibited, and it's the responsibility of players to obey these rules. The casino is reasonably obligated to protect you from creating multiple accounts only if you informed them that you suffer from gambling problems. Please note that in online casinos with fast registration, this protection might be ineffective, and you'll need to look for alternative ways to limit your exposure to online casinos. Creating multiple accounts in online casinos will result in your accounts being closed and your winnings or balance confiscated.

Due to insufficient evidence, the complaint will be closed.