Trickz Casino - La cuenta del jugador ha sido reabierta en contra de las instrucciones.

Ladies and Gentlemen

I hereby officially lodge a complaint against your actions regarding my player account at Trikz Casino.

I have explicitly requested to be blocked from your service due to an existing gambling addiction. As part of this block, I have unequivocally stated that my account should remain permanently blocked and may not be unblocked, even at my own request.

Despite this clear explanation and your commitment to player protection, you reactivated my account at a later date. This allowed me renewed access to gambling, even though you were aware of my gambling addiction.

After my account was unblocked, I suffered further losses totaling €4,666.00. These losses would not have occurred if you had fulfilled your legal and contractual obligations to protect vulnerable players and maintained the suspension I requested.

I believe that the unlocking of my account despite my explicit instructions constitutes a serious breach of your duty of care and player protection obligations.

Therefore, I hereby request that you

to fully examine the facts,

to inform me in writing why the suspension was lifted,

to reimburse me for all losses amounting to €4,666.00 and

to permanently and irrevocably block my player account.

Please acknowledge receipt of this complaint and provide me with your statement within 14 days of receiving this letter.

Should a satisfactory solution not be reached within this period, I expressly reserve the right to take legal action and to involve the relevant supervisory and arbitration bodies.

Sehr geehrte Damen und Herren,

hiermit erhebe ich offiziell Beschwerde gegen Ihr Vorgehen bezüglich meines Spielerkontos bei Trikz Casino.

Ich habe mich ausdrücklich aufgrund einer bestehenden Spielsucht von Ihrem Angebot sperren lassen. Im Rahmen dieser Sperrung habe ich unmissverständlich erklärt, dass mein Konto dauerhaft gesperrt bleiben soll und auch auf meinen eigenen Wunsch hin nicht wieder entsperrt werden darf.

Trotz dieser eindeutigen Erklärung und trotz Ihrer Verpflichtung zum Spielerschutz haben Sie mein Konto zu einem späteren Zeitpunkt wieder freigeschaltet. Dadurch wurde mir erneut der Zugang zu Glücksspielen ermöglicht, obwohl Ihnen meine Spielsuchtproblematik bekannt war.

Nach der Entsperrung meines Kontos habe ich weitere Verluste in Höhe von insgesamt 4.666,00 € erlitten. Diese Verluste wären nicht entstanden, wenn Sie Ihrer gesetzlichen und vertraglichen Verpflichtung zum Schutz gefährdeter Spieler nachgekommen wären und die von mir gewünschte Sperre aufrechterhalten hätten.

Ich bin der Auffassung, dass die Entsperrung meines Kontos trotz meiner ausdrücklichen Anweisung einen schwerwiegenden Verstoß gegen Ihre Sorgfalts- und Spielerschutzpflichten darstellt.

Daher fordere ich Sie hiermit auf,

den Sachverhalt vollständig zu prüfen,

mir schriftlich mitzuteilen, aus welchem Grund die Sperre aufgehoben wurde,

mir sämtliche Verluste in Höhe von 4.666,00 € zu erstatten und

mein Spielerkonto dauerhaft und unwiderruflich zu sperren.

Bitte bestätigen Sie den Eingang dieser Beschwerde und teilen Sie mir innerhalb von 14 Tagen nach Erhalt dieses Schreibens Ihre Stellungnahme mit.

Sollte innerhalb dieser Frist keine zufriedenstellende Lösung erfolgen, behalte ich mir ausdrücklich vor, rechtliche Schritte einzuleiten sowie die zuständigen Aufsichts- und Schlichtungsstellen einzuschalten.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have reviewed the Responsible Gaming section of Trickz Casino, and this is what I found:

Closing an account:

You can make self-exclusion in the Responsible Gambling section in your profile and your account will be closed. If you want to close your account permanently or you have gambling problems, please contact support@trickz.com.

• Could you please forward me the account closure requests that you sent to the casino when you first wanted to be self-excluded at veronika.f@casino.guru? Kindly include the casino's replies and confirmation that your account was closed.
• Did you contact the casino through support email as advised in the Responsible Gaming section of the casino?
• When exactly was your account reopened?
• What is the current status of your account? Are you still able to log in, or has the casino closed your account again?

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

I blocked it on May 16th.

Am 16.05 habe ich es gesperrt

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

Dear marvinleubert,

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,

Veronika