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Bad customer service, long, unethical. I've asked for an account to be canceled, they don't accept it, it takes a long time and they offer bonuses.

When it's for something in their favor the response time is immediate, account closures are an endless wait.

I've been informed of my rights and duties, I've sent several requests, all of which have gone unanswered. I've lost my money, they don't answer me and the chat is completely useless.

Péssimo atendimento ao cliente, demorado, pouco ético. Pedi cancelamento de conta, não aceitam, demora e oferecem bónus.

quando é para algo a favor deles o tempo de resposta é imediata, fechos de conta fica uma espera sem fim.

informada dos meus direitos e deveres, enviei vários mais todos eles sem resposta. Fiquei sem o dinheiro, não me respondem e o chat é completamente nulo.

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Dear Inesc,

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

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent some of the things I had. At the moment I can't even chat.

It's worth noting that I was asking for closure and they were making consecutive offers.

Enviei algumas das coisas que tinha. Neste momento nem ao chat consigo ir.

de salientar que estava a pedir o fecho e estavam a fazer ofertas consecutivas.

I asked several times for my account to be canceled, I told them that it was no longer good for me and that it was getting out of hand. I sent more than 20 emails to this effect, and when I asked for offers the reply was immediate. I waited for days, went to the support chat every day and more than once. All without a reply. The expected happened. I've researched policies, rights and duties and I've already complained to other entities. I sent several emails with this indication. The complaint was never answered. They closed my account (great) but no response to the rest. At the moment I can't even access the chat and despite my contacts nothing works.

Pedi diversas vezes o cancelamento da minha conta, informei que já não estava a ser bom para mim e como estava a ficar descontrolado. Enviei mais de 20 mails com essa indicação , sendo que quando era para fazer ofertas a resposta era imediata. Esperei durante dias, ia ao chat de apoio todos os dias e mais que uma vez. Todas elas sem resposta. Aconteceu o expectável. Pesquisei políticas, direitos e deveres e já expus em outras entidades. Enviei diversos mails com essa indicação. A reclamação nunca foi respondida. Fecharam me a conta (óptimo) mas nada de respostas ao resto. Neste momento não consigo aceder nem ao chat e apesar dos meus contactos nada resulta.

Thank you for your emails.

However, so far I have only received your requests for a full copy of your personal data and your communications with customer support.

In order for us to continue the investigation and potentially assist you with a refund of the deposits made after you requested the closure of your account, I need evidence showing that you asked the casino to self-exclude you and that the casino subsequently failed to fulfil its responsible gambling obligations.

At this point, I have not received any emails, chat transcripts, or screenshots indicating the reason why you requested the closure of your account. Please note that without such evidence, we will not be able to continue investigating your complaint or pursue a refund request on your behalf.

If you have any communication we could review, please forward it to me as soon as possible.

• Good afternoon. I'm going to send you some things and I think I've mysteriously lost so many others. I know it won't come to anything, because I've already been told on the website. Shame on you.

• Boa tarde. Irei enviar algumas coisas sendo qie acho que perdi tantas outras misteriosamente . Sei que não vai dar em nada, porque na realidade já me disseram no site. Uma vergonha.

In addition, given the seriousness of the situation and the financial impact suffered, I have already filed a report with my bank regarding the transactions made to the platform in question, including a request to analyze the transactions and the respective payment mechanisms used.

In addition, I have also filed a report with the competent police authorities, requesting a formal record of the facts relating to:

the continuation of gambling activity after exclusion/cancellation requests;

the possible irregular capture of Portuguese consumers;

and the financial losses suffered in the context described.

These reports are related to the need to ascertain the legality of the practices adopted by the platform, as well as the possible responsibility of the operator with regard to the protection of vulnerable consumers and compliance with the legal obligations applicable to the online gambling sector.

I ask that these elements also be taken into account when assessing this complaint and framing the seriousness of the situation reported.

Acresce ainda que, face à gravidade da situação e ao impacto financeiro sofrido, já procedi à apresentação de participação junto da minha instituição bancária relativamente às transações efetuadas para a plataforma em causa, incluindo pedido de análise das operações e respetivos mecanismos de pagamento utilizados.

Adicionalmente, apresentei igualmente participação junto das autoridades policiais competentes, solicitando o registo formal dos factos relacionados com:

a continuidade da atividade de jogo após pedidos de exclusão/cancelamento;

a eventual captação irregular de consumidores portugueses;

e os prejuízos financeiros sofridos no contexto descrito.

As referidas participações encontram-se relacionadas com a necessidade de apuramento da legalidade das práticas adotadas pela plataforma, bem como da eventual responsabilidade da entidade exploradora relativamente à proteção de consumidores vulneráveis e ao cumprimento das obrigações legais aplicáveis ao setor do jogo online.

Solicito que tais elementos sejam igualmente considerados na apreciação da presente reclamação e no enquadramento da gravidade da situação reportada.

Yet another contact in vain

Mais uma vez outro contacto em vão

Hello Inesc,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I will be patient. As long as they are not held accountable for what they do, and above all for what they don't do, we will be in the wrong.

waiting for feedback

Irei ter paciência. Enquanto não forem responsabilizados por aquilo que fazem e sobretudo pelo que não fazem, iremos andar mal.

aguardo feedback

Thank you for your patience while I was away from the office.

Please note that we have still not received any evidence that you informed the casino of your gambling problem. Therefore, we are unable to assist you with your refund request.

• Could you kindly clarify if your account is still open? If it's closed, please specify the date the casino closed it.