Shock Casino - La cuenta del jugador fue cerrada pero se volvió a abrir incorrectamente.

Hi sir , due to my severe gambling addiction i requested shock casino to permanently ban my account immediately. And then they permanently banned my account. Later on 18th September they allowed me to login , deposit and play even they mentioned that my permanent ban cannot be reversed. As a result I lost 211$ of funds in the casino. This is a clear breach of responsible gambling policy so I asked them to take responsibility of my losses and refund my money. They misrepresented the fact and they denied my refund. I am attaching their email which explicitly mentioned that my permanent ban can't be reversed.

I urge casino guru to help me to resolve the issue with them.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your initial self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• What did the casino reply to your refund request?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Shock Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

1. My account is currently blocked after i made complaint to them that even with permanent exclusion why they let me to deposit and play.

2. Yes i contacted with support after i learnt that my self exclusion was not applied correctly.

3. I shared the information related to initial self exclusion request to your email sir.

4. The last time casino allowed me to deposit was on 18th September

5. Casino denied my refund request , i have attached their reply here.

Thanks for your reply and the information provided.

• We can only pursue a refund of lost funds if we are able to determine that you informed the casino of your gambling addiction and the casino didn't act to protect you.
• Could you please share the communication where you informed the casino of your gambling issues or addiction?

Send this information to my email at [email protected]

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Forginggold57,

I am sorry to hear about your problem with Shock Casino.

I will now try to contact a Shock Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Shock Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Hello everyone,

I would like to inform you that I managed to get in touch with a Shock Casino representative. We are finalizing their account setup, and they should join this complaint within the next few days.

Best regards,

Igor

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Forginggold57,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor