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Good evening 17/5/2025 I did an indefinite self-exclusion in the bookmaker as I have a problem with gambling and a year later 17/5/2026 my account was opened without me ever requesting the lifting of the self-exclusion. I understood this when I saw messages in my email that they were giving me a bonus and I entered their page and the account was normally open and so I lost 1100 euros in 3 days. Their answer when I asked why they opened my account without asking was that I had done a one-year self-exclusion and then it was opened automatically, which is not true. Then I sent them a message-complaints by email telling them to send me proof that I did a one-year self-exclusion and not an indefinite one and I requested a refund of the money I lost while the account should not have been open and they answered me that they forwarded the matter to the relevant department and will respond to me as soon as possible. What should I do from now on?

Καλησπέρα 17/5/2025 έκανα αυτοαποκλεισμο αόριστης διάρκειας στην στοίχηματικη καθώς αντιμετωπίζω πρόβλημα με τον τζογο και ένα χρόνο μετά 17/5/2026 ο λογαριασμός μου άνοιξε χώρις ποτέ εγώ να ζητήσω άρση του αυτοαποκλεισμου.αυτο το κατάλαβα όταν είδα μηνύματα στο mail μου που μου δίνανε κάποιο μπόνους και μπήκα στην σελίδα τους και ήτανε κανονικά ανοιχτός ο λογαριασμός και έτσι εχασα 1100 ευρώ μέσα σε 3 μέρες .Η απάντηση τους όταν ρώτησα γιατί μου άνοιξαν τον λογαριασμό χωρίς να το ζητήσω ήταν ότι είχα κάνει αυτοαποκλεισμο ενός έτους και μετά άνοιξε αυτόματα γεγονός που δεν ισχύει.επειτα τους έστειλα μήνυμα -καταγγελια σε mail λέγοντας του να μου στείλουν αποδείξεις ότι έκανα αυτοαποκλεισμο ενός έτους και όχι αόριστης διάρκειας και ζήτησα επιστροφή των χρημάτων που έχασα ενώ δεν θα έπρεπε να είναι ανοιχτός ο λογαριασμός και μου απάντησαν ότι προώθησαν το θέμα στο αρμόδιο τμήμα και θα μου απαντήσουν το συντομότερο δυνατόν.Τι να κάνω από εδώ και πέρα .

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Hello,

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 that you sent to the casino on 17/5/2025, along with the casino's response and the confirmation that you were self-excluded? My email address is veronika.f@casino.guru.
• Is your account currently closed, or is it still accessible?

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

Good evening, I made a request for indefinite self-exclusion through their page. I have deleted the email they sent me a year ago. In any case, I confirm that I have made an indefinite self-exclusion. The account is still accessible normally. Their answer to the question of when I will have developments is when my complaint is reviewed by their legal and compliance departments.

Καλησπέρα για αίτημα για αυτοαποκλεισμο επ αόριστον το έκανα μέσα από την σελίδα τους .Το mail που μου έστειλαν ένα χρόνο πριν το έχω διαγράψει.Σε κάθε περίπτωση επιβεβαιώνω ότι έχω κάνει αυτοαποκλεισμο επ αόριστον.Ο λογαριασμός εξακολουθεί να είναι προσβάσιμος κανονικά.Η απάντηση τους στο ερώτημα πότε θα έχω εξελίξεις είναι όταν εξεταστεί η καταγγελία μου από το νομικό και το compliance τμήμα τους

Thank you for your reply.

I understand that you no longer have the original self-exclusion confirmation email. However, please note that in order for us to investigate your case and challenge the casino's position, we will need some evidence supporting your claim that you requested an indefinite self-exclusion rather than a time-limited one.

At the moment, the complaint is based solely on your statement, while the casino maintains that the self-exclusion was set for one year. Without any supporting documentation, screenshots, emails, chat transcripts, or other evidence showing that an indefinite self-exclusion was requested, our ability to assist you will be very limited.

Therefore, I kindly ask you to thoroughly check whether you have any proof related to your self-exclusion request, including old emails, screenshots, chat records, or any other documentation that could help establish the type of self-exclusion you requested.

If no such evidence can be provided, we may not be able to proceed with the case successfully, as we would have no grounds to dispute the casino's version of events.

In addition, could you please forward:

• the email in which the casino informed you that the self-exclusion had allegedly been set for one year,
• any promotional or bonus emails you received after the account was reopened.
• Finally, please confirm whether you have ever requested the reopening of your account or the removal of the self-exclusion.

Thank you for your cooperation.

Dear Giotaek91,

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,
Veronika
Casino.Guru