Svenplay Casino - La cuenta del jugador se reabrió a pesar de la solicitud de autoexclusión.

Dear Casino Guru Team,

I am a gambling addict. I realized that I had already informed Casino Svenplay on December 25th, 2023 that I am addicted to gambling and requested them to close my account and not reopen it again (see attachment).

However, they reopened my account.

As a result, I incurred a financial loss of €740.

I kindly request you to help me retrieve the €740 from the casino.

I have already tried to persuade the casino to refund the amount, but it was declined. This happened on February 13th, 2024.

Sehr geehrtes Casino Guru Team,

ich bin spielsüchtig. Ich habe festgestellt, dass ich dem Casino Svenplay am 25.Dezember 2023 bereits erklärt habe, dass ich spielsüchtig bin und dass Sie mein Account schliessen und nicht wieder öffnen sollen (Siehe Anhang).

Trotzdem haben sie den Account wieder geöffnet.

Hierdurch ist mir ein finanzieller Schaden in Höhe von 740 € entstanden.

Ich bitte Sie höflichst darum mir die 740€ vom Casino wiederzubeschaffen.

Habe bereits selbst versucht, dass Casino dazu zu bewegen mir den Betrag zu erstatten. Jedoch hat das Casino abgelehnt. Dies war am 13.02.24.

Hello eurogalaxy85,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Svenplay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your old account was reopen or did you create a new one? Did you have to contact the casino in order to reopen your account or you could simply log in? Is your account currently still open?

Looking forward to your answer.

Regards,

Nick

My old account has been reopened. You also cannot set up two accounts with the same name.

Mein altes Konto wurde wieder geöffnet. Man kann auch keine zwei Konten auf denselben Namen einrichten.

Thank you eurogalaxy85 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru)  who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear eurogalaxy85, 

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear eurogalaxy85,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru