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

The live chat took place on 7/22 and on 7/23 I sent the exclusion email that I wrote clearly about addiction I received a confirmation email but until then the casino was sending me deposit bonuses and my account is still open. I also uploaded the screenshots above if it doesn't show them tell me to forward them to you again also 7/27 I have a conversation with the casino yesterday where I refer again to the exclusion request due to addiction and today 8/28 the casino is sending me deposit bonuses and offers by EMAIL

Η ζωντανή συνομιλία πραγματοποιήθηκε στις 22/7 και στις 23/7 έστειλα και το εμαιλ αποκλεισμού που έγραφα ξεκάθαρα για εθισμό έλαβα ειμαιλ επιβεβαίωσης αλλά μέχρι εκεί μετά το καζίνο μου έστελνε μπόνους κατάθεσης και τον λογαριασμό μου τον έχει ακόμα ανοιχτό. Σας ανέβασα και τα screenshot παραπάνω αν δεν τα εμφανίζει πείτε μου να σας τα προωθήσω ξανά επίσης 27/7 εχω χθεσινή συνομιλία με το καζίνο που αναφέρομαι πάλι στο αίτημα αποκλεισμού λόγο εθισμού και σήμερα 28/8 το καζίνο μου στέλνει στο ΕΜΑΙΛ μπόνους καταθέσεων και προσφορές

Good evening Attila, I have sent you proof and conversations with the casino by email.

Καλησπέρα Attila σου έχω στείλει στο εμαιλ αποδεικτικά και συνομιλίες με το καζίνο

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. I would appreciate it if you could confirm whether you currently still have access to your account. Additionally, could you please forward the receipts of your deposits made after your self-exclusion request, as well as any promotional offers you have received from the casino? You can send these documents to my email at attila.g@casino.guru. I look forward to your reply.

Good afternoon, I had sent everything to your email but I will forward it again.

Καλησ´περα στα ειχα στειλει ολα στο ειμαιλ σου αλλα θα στα ξανα προωθησω

Good afternoon, I had sent everything to your email but I will forward it again.

Καλησ´περα στα ειχα στειλει ολα στο ειμαιλ σου αλλα θα στα ξανα προωθησω

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Kallioi,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. I would also like to invite the Sankra Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you be able to provide us with his deposit history?

Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru

Good evening Martin, what email would you like me to send?

Καλησπέρα Μαρτιν τι ακριβώς εμαιλ θα ήθελες να στείλω ;

Dear Kallioi,

in case your account is still not closed, please do try to send another message to the casino, requesting the closure while mentioning gambling issues. In case your account has been closed in the meantime, you can disregard my message.

My account is now closed. Now I'm just asking for my deposits back with your help!

Πλέον έχει κλείσει ο λογαριασμός μου. Τώρα απλά ζητάω πίσω τις καταθέσεις μου με την βοήθεια σας!

Hello Martin and Kallioi,

Thank you for the update. We are currently checking what information we are able to share with you regarding the deposits made after your request.

We will review the available information internally and get back to you with an update as soon as possible.

Thank you for your patience and cooperation.

Best regards,

Sankra support team.

I just re-sent the exclusion request on 7/23 with response number 223101 and the deposits made from 7/24 onwards

Μόλις ξανά έστειλα το αίτημα αποκλεισμού στις 23/7 με αριθμό 223101 απάντησης και τις καταθέσεις που έγιναν από 24/7 και μετά 

Dear Kallioi,

thank you for your cooperation so far.

Dear casino representative,

we will await the outcome of your internal review and the requested deposit history. Please share your findings with us once available.