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While I was on indefinite self-exclusion at this company, I was allowed to open a new account, make a deposit, and play, which is expressly prohibited by responsible gaming rules. Also, deposits were made that never showed up in my account.

Customer service is unacceptable, I am asking for my entire deposit back, which is €1700.

Ενω ήμουν στη συγκεκριμένη εταιρεία σε επ αόριστον αυτοαποκλεισμό, μου επιτράπηκε να ανοίξω νέο λογαριασμό, να κάνω κατάθεση και να παίξω, κάτι που απαγορεύεται ρητά απο τους κανόνες του υπεύθυνου παιχνιδιού. Επίσης, έγιναν καταθέσεις που δε φάνηκαν ποτέ στο λογαριασμό μου.

Η εξυπηρέτηση πελατών είναι απαράδεκτη, ζητώ το σύνολο των καταθέσεων μου πίσω δηλαδή 1700€

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Dear marfor,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation you describe, particularly regarding the self-exclusion and the missing deposited funds.

To help us clearly understand what happened and assess how we can proceed with your case, could you please clarify the following points:

• When did you originally request indefinite self-exclusion, and did the casino confirm it in writing?
• Did you reopen an existing account or register a completely new account when you were later able to deposit and play?
• Were any of the deposited funds credited or partially credited to your casino balance, or did they never appear at all?

If you have any emails, screenshots, payment confirmations, or self-exclusion confirmations related to this issue, please feel free to forward them to petronela.k@casino.guru so we can review them in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have submitted the requested information to petronela.k@casino.guru and I am waiting for an answer

Έχω υποβάλει τα στοιχεία που μου ζητήθηκαν στο  petronela.k@casino.guru και είμαι σε αναμονή απάντησης

Dear marfor,

Thank you very much for your detailed reply and for providing the additional information and attachments. I’m sorry to hear about the circumstances you describe, especially regarding the handling of your self-exclusion and the deposits.

To make sure we fully understand the situation and can assess the case fairly, I would like to ask a few more clarifying questions:

• When creating the second account (dimi**********olis@hotmail.com), did you enter exactly the same personal details as with the original self-excluded account (for example: full name, date of birth, address, ID number)?
• If not, could you please specify what information was different?
• Is the second account currently closed or still active? If it has been closed, do you have a written confirmation from the casino?

As a reminder, our assessment will focus on two key aspects:

• whether the casino failed to properly enforce an indefinite self-exclusion, and
• whether any deposits were successfully taken but not credited to your casino balance.

Your cooperation in clarifying these points and providing supporting evidence will help us investigate and work towards a resolution.

Thank you in advance for your reply.

• When creating the second account (dimi********** olis@hotmail.com ), I entered exactly the same personal information as in the original account.

• The 2nd account is not closed, it is in a pending status and I have not received any written confirmation from the casino.

• As I told you, I made 4 deposits. Of these, only the last one was returned to me yesterday, as when I made it, my account was under review and I did not have access. I am still requesting the 3 deposits that should not have been accepted, namely €1200.

• Κατά τη δημιουργία του δεύτερου λογαριασμού (dimi********** olis@hotmail.com ), καταχώρησα ακριβώς τα ίδια προσωπικά στοιχεία όπως και στον αρχικό λογαριασμό.

• Ο 2ος λογαριασμός δεν ειναι κλειστός, ειναι σε κατάσταση υπο εξέταση και δεν εχω λάβει καμία γραπτή επιβεβαίωση απο το καζίνο.

• Όπως σας είπα έκανα 4 καταθέσεις. Απο αυτές μου επιστράφηκε χθες μονο η τελευταία καθώς οταν την έκανα ο λογαριασμός μου ήταν υπο εξέταση και δεν ειχα πρόσβαση. Ζητάω ακόμα τις 3 καταθέσεις που δεν έπρεπε να μου δεχτούν δηλαδή 1200€

Hello marfor,

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 marfor,

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.

PS: I would like to explain why the disputed amount has been adjusted in your complaint.

Originally, the total amount mentioned was €1,700. However, based on your latest confirmation and the evidence provided, one of the deposits was already returned to you (the deposit made while the account was under review and inaccessible).

As a result, the amount that remains unresolved and under dispute is now €1,200, corresponding to the three deposits that were accepted despite the existing indefinite self-exclusion and should not have been processed.

Hello marfor, 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.

I’d like to invite a representative of ElaBet Casino GR 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.

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear marfor,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej