Sankra Casino - La cuenta del jugador debería estar cerrada, pero permanece abierta.

Good evening, I need your immediate help. I requested a request for exclusion due to addiction on 23/7. I received an email from Sankra casino confirming my request, but they ignored me and never closed the account, resulting in a deposit of €775 and the account is still open. Also, as soon as I sent the email, they sent me bonus offers, while before the exclusion request, in a conversation with a representative, he told me that I was not entitled to any bonuses. I am requesting the €775 deposits back because my account should not have been open after such a serious request.

Καλησπέρα χρειάζομαι την άμεση βοήθεια σας ζήτησα αίτημα αποκλεισμού λόγο εθισμού στις 23/7 απο το καζίνο Sankra μου ήρθε ένα εμαιλ επιβεβαίωσης του αιτήματος μου αλλά με αγνόησαν και δεν έκλεισαν ποτέ τον λογαριασμό με αποτέλεσμα να κατατεθούν 775€ και ο λογαριασμός παραμένει ακόμα ανοιχτός. Επίσης μόλις έστειλα το εμαιλ μου έστειλναν μπόνους προσφορές ενώ πριν το αίτημα του αποκλεισμού σε συνομιλία με εκπρόσωπο μου είπε ότι δεν δικαιούμαι κανένα μπόνους. Ζητάω πίσω τις καταθέσεις των 775€ γιατί ο λογαριασμός μου δεν έπρεπε να είναι ανοιχτός μετά από ένα τόσο σοβαρό αίτημα

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did your live chat conversation with the casino take place?
• Did you send a self-exclusion request to the email address provided by the live support agent? If so, when?
• Did you receive any reply or confirmation from the casino regarding your request?
• If you did not receive a response, did you try contacting the casino again through any other communication channel before making the additional deposits?

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,

Attila