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secret casino does not respond to complaints

Subject: Reply: Tiketti [YM63WP-3P502] - Account closure and refund disputeDear Salakasino Support,Thank you for your response. However, I do not agree with your decision to reject my refund request. I strongly dispute your claim that they cannot find my previous request. I requested a self-exclusion / permanent account closure two weeks ago on 20.7.2026

4.8 and 17.8.2026 According to the Responsible Gaming Regulations and the licensing rules of the MGA/Estonia/Curaçao [SELECT CASINO LICENSE, SEE BELOW], a casino must respond to a self-exclusion request immediately in order to protect the player. Because you did not process my self-exclusion request in a timely manner, I was able to deposit and lose 1,100 euros. This is a direct breach of your duty of care and responsible gaming obligations. The Anti-Money Laundering Policy does not exempt the casino from liability when the self-exclusion request is ignored. I demand a full refund of the 1,100 euros deposited and lost after my initial self-exclusion request. If the matter is not resolved and the funds are not returned, I will officially transfer the matter to Curaçao eGaming

and file a dispute with an Alternative Dispute Resolution (ADR) body. I look forward to your prompt reconsideration. Kind regards, kaapo petteri narinen What do you need to do next? Search for messages: your email the one you sent a screenshot of the chat conversation where you were blocked. This evidence is crucial. If you find it, attach it to this email. Check the casino's license: Look at the bottom of the Salakasino page to see which country they are licensed in (Curaçao). Replace the square brackets in the email template with the relevant license. If they continue to refuse: If they still respond negatively, file an official complaint directly with the relevant gaming authority. The Curaçao Gaming Authority The gaming authorities consider the neglect of game bans to be very dangerous and order the casino to pay back the money. Important support for youPikavipin o and losing it causes great stress, and you are not alone in this matter.

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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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Hello,

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

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?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email and, at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Salakasino 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."

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

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

Dear Kaapopelaa,

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,

Tomas