Kraken.Casino - El jugador solicita un reembolso después de que su cuenta fue reactivada.

Dear Sir or Madam,

I have played at this casino and set deposit limits, but these were repeatedly changed by support staff, even though I clearly stated that I have difficulty controlling my gambling behavior. Additionally, I have had myself banned from the casino multiple times and even reported myself as addicted at one point. Despite this, I was repeatedly able to have my account reactivated, which ultimately resulted in a loss of €1,000.

I would like to know whether I can take legal action against this casino or if it would be futile. I would appreciate it if you could advise me on possible options.

Best regards,

Sehr geehrte Damen und Herren,

ich habe in diesem Casino gespielt und Einzahlungslimits festgelegt, die jedoch mehrfach von den Support-Mitarbeitern geändert wurden, obwohl ich deutlich gemacht habe, dass ich Schwierigkeiten habe, mein Spielverhalten zu kontrollieren. Zudem habe ich mich mehrfach selbst vom Casino sperren lassen und mich sogar einmal als spielsüchtig gemeldet. Trotzdem war es mir immer wieder möglich, meinen Account freischalten zu lassen, was letztlich zu einem Verlust von 1.000 € geführt hat.

Ich möchte daher wissen, ob ich rechtliche Schritte gegen dieses Casino einleiten kann oder ob dies sinnlos wäre. Ich wäre Ihnen dankbar, wenn Sie mich zu möglichen Optionen beraten könnten.

Mit freundlichen Gr

üßen,

Dear casinotester,

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

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

• Could you please advise whether your account is currently accessible to you?
• Could you please provide supporting evidence you informed the casino about your struggle to control your gambling and gambling addiction?
• Post screenshots here or send the communication supporting your case to my email at [email protected]

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

Best regards,

Tomas

I have a screenshot that shows that I clearly told support in chat that I was addicted to gambling, which led to my account being closed. I later contacted support again in chat and asked for my account to be unlocked. Support asked me why I had locked the account and I explained that I was upset about my losses. My account was then unlocked, even though the system should have recognized this and prevented it.

I also set up deposit limits, which I was able to change without any problems through support without the required 24-hour deadline. Although I blocked and reopened my account several times, I was given the opportunity to adjust my limits at any time according to my wishes.

Of course, the responsibility ultimately lies with me, but the losses at this casino were enormous. The casino should have taken measures to ensure that I was protected, especially since I asked multiple times for my account to be closed. Yet they repeatedly unlocked my account and allowed me to continue playing. The casino should be able to prove that I blocked my account multiple times and should have acted accordingly.

Ich habe einen Screenshot, der zeigt, dass ich dem Support im Chat deutlich mitgeteilt habe, dass ich spielsüchtig bin, woraufhin mein Account zunächst geschlossen wurde. Später habe ich mich erneut im Chat gemeldet und darum gebeten, meinen Account wieder freizuschalten. Der Support fragte mich, warum ich den Account gesperrt hatte, und ich erklärte, dass ich mich über meine Verluste aufgeregt habe. Daraufhin wurde mein Account wieder freigegeben, obwohl dies vom System hätte erkannt und verhindert werden müssen.

Zusätzlich habe ich Einzahlungslimits eingerichtet, die ich jedoch problemlos durch den Support ohne die vorgeschriebene 24-Stunden-Frist ändern lassen konnte. Obwohl ich meinen Account mehrfach gesperrt und wieder eröffnet habe, wurde mir die Möglichkeit eingeräumt, meine Limits jederzeit nach meinen Wünschen anzupassen.

Natürlich liegt die Verantwortung letztendlich bei mir, aber die Verluste in diesem Casino waren enorm hoch. Das Casino hätte eigentlich Maßnahmen ergreifen müssen, um sicherzustellen, dass ich geschützt werde, insbesondere da ich mehrfach darum gebeten habe, meinen Account nicht mehr zu öffnen. Dennoch haben sie meinen Account wiederholt freigeschaltet und mir ermöglicht, weiterzuspielen. Das Casino sollte in der Lage sein, nachzuweisen, dass ich meinen Account mehrfach gesperrt habe, und hätte entsprechend handeln müssen.

Thanks for your reply and point of view.

In the screenshot you provided the casino asks you whether you are addicted to which your reply was inconclusive.

Is there any other proof to confirm your claims you informed the casino about your gambling problems or a continuation of the conversation from the screenshot you submitted?

Could you please provide proof of responsible gambling limits malfunctioning in the casino?

Provide the evidence in the form of screenshots here or send the information to my email at [email protected]

I'll await your reply.

Unfortunately not, but the casino has saved the chat history. However, I doubt that they will admit to having unblocked me again despite repeated bans. Nevertheless, everything is exactly as I described it: the casino has unblocked me again and again despite multiple bans.

Leider nicht, aber das Casino hat die Chatverläufe gespeichert. Ich bezweifle jedoch, dass sie zugeben werden, mich trotz wiederholter Sperren erneut freigegeben zu haben. Dennoch entspricht alles genau meiner Schilderung: Das Casino hat mich trotz mehrfacher Sperren immer wieder freigeschaltet.

Thanks for your reply.

Could you please explain whether your account is currently blocked or not?

Is there any other evidence that might support your case? Share it here or to my email at [email protected]

Please take note of our Recommendations when it comes to self-exclusion

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Dear casinotester,

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.

Here is the improved text in German:

"What should I answer? I'm not lying - everything happened exactly as I described it. The casino kept unlocking my account even though I had blocked myself and to be honest, I'm really fed up with it now. I reported myself as a gambling addict in the chat and my account was blocked. Two days later, however, I was able to get it unlocked again. What is there not to understand? This casino has nothing to do with fair play. I lost more than €2,000 on a slot machine without even having a chance. I deposited €1,000 and lost it all on Book of Lady, including winning about €600. What do you expect from me? I already sent you a screenshot of the chat support agent asking me if I was a gambling addict. I then answered 'yes' and specifically said that I did not want to be unlocked anymore. A day or two later, my account was unlocked again anyway.

"

Hier ist der verbesserte Text auf Deutsch:

„Worauf soll ich antworten? Ich lüge nicht – alles ist genauso passiert, wie ich es geschildert habe. Das Casino hat mein Konto immer wieder freigeschaltet, obwohl ich mich selbst gesperrt hatte, und ehrlich gesagt, bin ich mittlerweile wirklich genervt. Ich habe mich im Chat als spielsüchtig gemeldet, woraufhin mein Konto gesperrt wurde. Zwei Tage später konnte ich es jedoch wieder freischalten lassen. Was gibt es da nicht zu verstehen? Dieses Casino hat mit Fairplay nichts zu tun. Ich habe an einem Automaten mehr als 2.000 € verloren, ohne auch nur den Hauch einer Chance zu haben. Ich habe 1.000 € eingezahlt und alles bei Book of Lady verspielt, inklusive eines Gewinns von etwa 600 €. Was erwarten Sie von mir? Ich habe Ihnen bereits einen Screenshot geschickt, in dem der Chat-Support-Mitarbeiter mich gefragt hat, ob ich spielsüchtig bin. Daraufhin habe ich mit 'Ja' geantwortet und ausdrücklich gesagt, dass ich nicht mehr freigeschaltet werden möchte. Ein oder zwei Tage später wurde mein Konto trotzdem wieder freigeschaltet.

"

Thanks for your reply. I apologize for the wait.

I checked with my German-speaking colleagues to avoid any misunderstanding, however from the screenshot you provided, your claim you replied 'yes' to a question of 'Are you addicted to gambling?' is not accurate.

If you have a continuation of the conversation saved, please forward it to me.

Could you please provide a more detailed timeline of when your account was blocked and when the casino unblocked it?

If you have your conversation about asking for your account to be unblocked, please forward it to me as well. If you have any supporting evidence of your deposit limits being adjusted without your input, please forward it to me. Without sufficient evidence, we might not assist you with your refund request.

My email is [email protected]

Dear casinotester,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.