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Hello, I lost about 3000 euros on the same slot machine and subsequently asked for my account to be closed. However, instead of closing it immediately despite my repeated requests, they stalled and offered me a bonus to continue playing. After reloading, my balance reached a total of 3700 euros. The slot machine then started making noise, similar to interference, and other slot machines opened simultaneously. My balance quickly decreased. I tried to exit and re-enter, but the system didn't even ask for my password and allowed direct access. Hence, in the end, I lost everything and would like to be reimbursed for the main winnings or for the total amount I deposited.

Salve ho perso sulla stessa slot circa 3000 euro allora ho chiesto di chiudere il mio conto ma invece di chiuderlo hanno preso tempo nonostante le mie ripetute richieste e mi hanno offerto un bonus invogliandomi a giocare e ricaricando nuovamente sono arrivato ad un importo di 3700 euro la slot ha iniziato a fare dei rumori tipo interferenze e si sono aperte altre slot contemporaneamente ed il baget è sceso velocemente ho provato ad uscire per poi rientrare ma non mi chiedeva neanche la password entrava direttamente . Perciò alla fine ho ripreso tutto e vorrei essere rimborsato ho della vincita principale ho di tutto quello che ho versato

Dear giovanniventroni85,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

 Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes, thanks for your attention, unfortunately I don't have the history because I can no longer access the site.

But I have all the emails insistent requests to exclude me because I was playing too much

Si grazie dell attenzione purtroppo non ho la cronologia perché non posso più entrare nel sito.

Però ho tutte le mail con richiesta insistente di autoescludermi perché stavo giocando troppo

I made the request via chat history, let's hope they don't delete it

Ho fatto richiesta tramite chat della cronologia speriamo non la cancellino

They don't send me the history they keep wasting time

Non mi inviano la cronologia continuano a perdere tempo

Thanks for the explanation.

We accept the situation the self-exclusion might not be applied immediately.

I can see you requested it on April 8th. Could you please advise when you made deposits in the casino?

Have you informed the casino about any gambling problems you might be experiencing, before, or after this email?

Yes, I made deposits on both April 9th and 10th

Si ho fatto i depositi sia il 9 che il 10 aprile

Yes, I asked for self-exclusion because I was gambling too much and losing too much money

Si ho chiesto l autoesclusione perché stavo giocando troppo e perdevo troppi soldi

I apologize but if you contacted the casino with your request on the 8th of April and your casino account was self-excluded on the 10th of April, we would consider this to be a reasonable time for the casino to act to protect you.

Please let me know if there are any other circumstances I haven't considered, otherwise the complaint will be closed.

My account was closed without being able to be reopened on 04/16/24 almost 10 days after my self-exclusion request while being able to continue to deposit and play therefore I believe my refund request is very reliable.

Otherwise, what are there written rules for?

Il mio account è stato chiuso senza poter essere riaperto il 16/04/24 quasi 10 giorni dopo la mia richiesta di autoesclusione potendo nel mentre continuare a versare e giocare pertanto credo la mia richiesta di rimborso sia molto attendibile.

Altrimenti per cosa ci sono le regole scritte?

On 10/04/2024 you wrote:

Yes, thanks for your attention, unfortunately I don't have the history because I can no longer access the site.

But I have all the emails insistent requests to exclude me because I was playing too much

Could you please share any confirmation your account was closed without the possibility of being reopened no earlier than 16/04/2024?

I apologize for the inconvenience. My email is tomas@casino.guru

On 10/04/2024 you wrote:

Si grazie dell attenzione purtroppo non ho la cronologia perché non posso più entrare nel sito.

Però ho tutte le mail con richiesta insistente di autoescludermi perché stavo giocando troppo

Could you please share any confirmation your account was closed without the possibility of being reopened no earlier than 16/04/2024?

I apologize for the inconvenience. My email is tomas@casino.guru

Initially, on 10/04/2024, you requested a refund for the deposits made after 8/04/2024

Could you please specify if you made any further deposits in the casino prior account being permanently blocked?

I made payments until 11/04/24 then on the 15th I played with a cashback of 100 euros paid by the El casino on the 16th year finally closed permanently

Ho fatto versamenti fino all 11/04/24 poi il 15 ho giocato con un cashback di 100 euro versato dal casino El il 16 anno finalmente chiuso permanentemente

Please understand if you haven't informed the casino about any gambling problems, the casino might not act to protect you.

• When did you inform the casino about any trouble controlling your gambling?
• Could you please share this communication?

Please share it here or send the communication to my email at tomas@casino.guru

I communicated them both on 8/04/24 and on 15/04/24 via chat but I can no longer enter because the account is closed

Le ho comunicate sia 8/04/24 sia il 15/04/24 via chat ma io non posso più entrare perché l account e chiuso

I am sorry but informing the casino that you lost too much is not sufficient reason to state you lost control of your gambling. Your other communication, sadly doesn't indicate you need protection from further gambling. With the evidence presented we might not have enough ground to ask for a refund on your behalf. Please let me know if there is any further evidence I haven't considered, otherwise I'll close the complaint will be closed.

Actually in the email it doesn't just say that I lost too much but that I ask for self-exclusion for playing too much

Let me know if you can request anything from the casino. Or I don't know what else to tell you

Veramente nell email non c'è scritto solo che ho perso troppo ma che chiedo autoesclusione per il troppo giocare

Mi faccia sapere se potete richiedere qualcosa al casinò. Oppure non so altro cosa dirvi

Dear giovanniventroni85,

I went over the information in the thread again, but I haven't found sufficient grounds for requesting a refund.

I am sorry for the disappointing result of your complaint.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.