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I am lodging a formal complaint against redrhino Ltd and platin casino for their handling of my gambling activities on their platform, resulting in significant financial losses of €26,000 on a single day.

As a recognized gambling addict, I am deeply concerned about the casino’s lack of intervention. After losing €6,000, I requested a bonus in hopes of recouping my losses. Despite this clear indication of distress, the casino allowed me to continue gambling. Notably, throughout this period, I did not win a single time, yet I was continually permitted to deposit more funds.

Repeated requests to withdraw my funds were denied under the pretext of verification issues, while I was simultaneously allowed to continue depositing and gambling. This contradiction in the casino’s policies significantly contributed to my continued losses, culminating in a total deposit of €26,000.

This situation highlights a severe lack of responsible gambling practices and a disregard for the well-being of a customer with a known gambling addiction. It appears to be a clear violation of consumer protection and responsible gaming standards.

Therefore, I am requesting a full investigation into this matter and a refund of the €26,000 lost due to the casino’s failure to implement appropriate intervention measures.

Your prompt attention to this grievance is greatly appreciated.

Dear daybyday,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:

For us, Responsible Gaming is the rational, sensible selection of gaming options by our clients; that is, an informed, educated decision by the players for the sole purpose of entertainment. Responsible Gaming is a leisure and entertainment activity and must never interfere with social, professional or family obligations. If a player thinks he is spending more money than he can afford, or in case gaming is starting to interfere with his normal daily routines, we strongly advise to consider several measures that can help, such as setting Personal Limits on the gaming activities, opting for Self-Exclusion or seeking help and support from trusted independent bodies.

2. A player can put the limits into his account in the "Responsible gambling" tab by making a request in chat/ by email or on contact form on the website.

Do you currently have access to your casino account? Could you please advise if you've ever directly informed the casino about your gambling problem? If yes, please forward the communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

No I don’t have access to either accounts on this license.

yea they are well aware of this.

we even discuss this in the live chat while I was asking for a bonus after depositing 6000

Thank you for your reply, daybyday. I have reviewed your emails and I apologize, but I did not come across any request for account closure or self-exclusion in which you clearly informed the casino about your gambling problem.

I might have overlooked it since the communication thread was quite extensive. Could you please provide me with this specific message? Please ensure that the entire message, the date it was sent, and the recipient are included.

Wrong

Sorry wrong complaint.

the platin request was in the emails I sent you

Please check my last message again.

Dear daybyday,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.