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My account was permanently closed back in 2022 for 2 reasons gambling addiction and there was an attempt on my credit card without my consent. On July 1st 2024 I found my account was reopened and active and lost the mentioned amount, after that o. Same day I asked to close my account. I have sent then several emails about the issue but they denied that my account was closed on 2022.

So I'm here seeking assistance and support to get my deposits refunded.

Dear Alprince2001,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your account.

To help us better understand and investigate your situation, could you please provide additional information on the following points:

• Could you specify the exact date in 2022 when your account was initially closed due to gambling addiction and the credit card issue?
• Do you have any emails or documentation from 2022 confirming the closure of your account?
• Can you provide details of the deposits made and the amount lost after your account was reopened on July 1st, 2024?
• Have you received any communication from the casino denying that your account was closed in 2022? If so, please share those details with us.
• Could you also provide any email correspondence you have had with the casino regarding your request to close your account on July 1st, 2024?

Please send any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

*Could you specify the exact date in 2022 when your account was initially closed due to gambling addiction and the credit card issue? It was July 2022

*Do you have any emails or documentation from 2022 confirming the closure of your account? I will send it to your email.

*Can you provide details of the deposits made and the amount lost after your account was reopened on July 1st, 2024? I will send it to your email as soon as I pull it from my credit card statement.

*Have you received any communication from the casino denying that your account was closed in 2022? If so, please share those details with us. Yes, when I contacted recently. I will share it with you by email.

*Could you also provide any email correspondence you have had with the casino regarding your request to close your account on July 1st, 2024? I will send it all.

Thank you.

Hi Alprince2001,

Back in August 2022, you wrote the following message to the casino:

However, there was no mention of a gambling problem or any relevant reason for us to believe that your account was permanently blocked for responsible gambling measures.

You also received the following message from the casino, which we believe adequately summarizes the entire issue.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello,

When they asked for the reason on live chat that day i mentioned the gambling addiction one of the reason.

Additionally, my all transactions on July 1st 2024 i was charged by merchants called Wajaya cosmetics LTD & MAGIQUE FIXES LTD not 1xslots or gaming license merchant.

I have already sent you all transactions made that day to your email.

Whatever received from the casino that definitely will not be mentioned that is their mistake or failure.

Hi Alprince2001,

• Have you saved any communication between you and the casino where you explicitly stated that you wanted to be permanently banned due to a gambling problem?

If not, I'm afraid a general request to close your account without mentioning the reason won't be sufficient for us to proceed with this case.

Thank you.

I'm trying to find it, as you know since 2022.

Hello Alprince2001,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela 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 Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Alprince2001,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you for your understanding.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.