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The casino arbitrarily reopened my account, which had previously been closed due to gambling addiction.

Reopening an account closed due to addiction without consent is a way to encourage gambling and cause people to relapse.

il casino ha arbitrariamente riaperto il mio account, chiuso in precedenza per dipendenza patologica.

riaprire senza consenso un account chiuso per dipendenza, è un modo per istigare al gioco d'azzardo e far ricadere le persone

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

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Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

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

Good evening

Forwarded emails, if the account is still open I can't verify it, I installed an app that prevents me from logging in.

The only thing I ask, given the conduct of these casinos, incitement to gambling, they should be fined and compensate the unfortunate victim.

Reopening an account that was closed due to addiction only reactivates the addiction, which is why I am asking for compensation.

Nuncio

Buonasera

mail inoltrate, se l'account è ancora aperto non lo posso verificare, ho installato un app che mi impedisce di accedere.

L'unica cosa che chiedo, vista la condotta di questi casinò, istigazione al gioco d'azzardo, dovrebbero essere sanzionati e risarcire il mal capitato.

riaprire un account chiuso per dipendenza, non fa altro che riattivare la dipendenza, per tale motivo chiedo un risarcimento

Nunzio

Thanks for your patience.

• Kindly provide evidence that your player's account has been closed due to your disclosure of gambling issues in the past.

According to the response you received from the casino, there are no recent deposits that would qualify for a refund due to the reopening of your account.

• Could you please explain what the disputed amount of €500 represents in this situation?

Send the information to my email at tomas@casino.guru

Looking forward to your reply.

The €500 sum, as mentioned, is symbolic. It was intended to request symbolic compensation. They arbitrarily opened an account closed due to addiction without anyone requesting it! Reactivating my addiction

L’importo di 500 euro come già detto è simbolico. Era per richiedere un risarcimento simbolico. Hanno arbitrariamente aperto un account chiuso per dipendenza senza che nessuno lo richiedesse! Riattivando la mia dipendenza

Thanks for the clarification.

Unfortunately, we don't pursue damages or compensation, other than money that was lost due to failed player protection. I recommend you ascertain with casino support whether your account is closed or not, since you currently don't know. If your account is not blocked, we recommend you request a self-exclusion due to gambling problems via email to support using the following template:

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings Cadoola 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.

Dear transporter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I confirm that the account has been blocked

confermo che il conto è stato bloccato

Thanks for your reply.

Based on your email you sent me on June 24th, the casino informed you that they closed your account on June 17th.

We may only ask the casino for a refund of deposits spent in this online casino if we have evidence that you informed the casino of your gambling issues in the past.

Please let me know if there is any such evidence to support your complaint, and send it to me for review.

Thanks in advance for your reply and understanding.

Email sent

Inviata la mail

Thanks for your reply and the information provided.

Sadly, we may only confront the casino with sufficient evidence.

Have you kept any confirmation of your self-exclusion from the casino? Is there any record or ticket number related to your self-exclusion?

Please let me know.

Dear transporter,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.