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In 2024, I informed them that I wanted my account permanently closed. I didn't mention my gambling problem, but I lost over €7,000 in two weeks. I told them I was having suicidal thoughts and was desperate, yet they reopened my account, enticing me with bonuses, and I lost again. I am demanding the full amount lost, plus a percentage for damages and interest that these losses are generating in my bank account, and that they permanently ban me from their entire casino network.

En 2024 les comunique que me cerrarán la cuenta de forma definitiva, no les comunique mis problemas con el juego pero perdí más de 7000€ en dos semanas y les comunique que tenía pensamientos suicidas y que estaba desesperado y aún con esas me han vuelto a abrir la cuenta incitándome con bonos y e vuelto a perder. Les reclamo la cantidad perdida más un porcentaje por daños e intereses que me genera esas pérdidas en el banco y que me autoexcluyan definitivamente para toda la vida de toda la red de casinos.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you reveal to the casino for the first time that you were having suicidal thoughts due to gambling?
• How many times was your account reopened?
• Have you ever requested self-exclusion due to gambling addiction at this casino? Please forward me all the account closure requests that you sent to the casino, together with the casino's responses, to veronika.f@casino.guru.
• Am I correct in understanding that your account is still open?

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 have sent them the conversation history with the casino via email.

Les he mandado el historial de conversación con el casino mediante correo electrónico.

It's currently closed, I've lost about €800. I told them to close it permanently, and when I told them I was thinking about doing that, the worst part was two years ago, and they hadn't opened it for me for two years, but they've reopened it by sending me bonuses.

Actualmente está cerrada, he perdido unos 800€, les dije que me la cerrarán de forma definitiva y cuando les dije que estaba pensando en lo hacer lo peor fue hace dos años y hacía dos años que no me la abrían pero me la han vuelto a abrir mandándome bonos.

They wrote to me saying that the account was opened by mistake and that they will not refund my money even though they admit their fault that the account should not have been opened.

Me han escrito diciéndome que la apertura se debe a un error y que no me devuelven el dinero aún asumiendo la culpa de que esa cuenta no debería haberse abierto.

Thank you for your email. Could you also forward me the most recent conversation between you and the casino customer support claiming that your account was reopened by mistake?

Dear Daniel, 

We hope you find this email in good health!

Firstly, we would like to offer our most sincere and humble apologies for any inconvenience that may have caused.

We have observed a temporary reactivation, which is most likely due to a technical problem with the system. However, we would like to inform you that we have re-checked your account and your account has been permanently and irrevocably closed, in accordance with your request.

Additionally, your email and phone number have been removed from the promotion and advertising list you should not receive any further communication from us.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Consequently, in accordance with the previously mentioned articles, we would like to reiterate that a refund is not available for your account and this is our final decision.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Warm regards,   

Cazimbo. team

That's the email; I've sent him screenshots and the text.

Ese es el correo, le e mandado capturas y el texto

Dear Dpelegrin

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Okay, thanks.

Vale gracias

Hello Dpelegrin, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Cazimbo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Cazimbo please respond to the complaint.

Cazimbo por favor respondan a la queja.

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.

I have now sent more messgaes to our contacts within the casino, hoping for a response.

Okay, thank you very much.

Vale muchas gracias.