Sushi Casino - Spelare med ett självrapporterat spelproblem kämpar med uttag.

The casino wouldn't let me withdraw from a closed account, even though I've already reported many times that I have a gambling problem. Their policy is for me to keep my account open and request a withdrawal of 700 euros every 72 hours. Despite requesting a loss limit, my proposal was ignored once again. I publicly demand 500 euros that I played back into my bank account. What they've done to me violates the rules. After another conversation in live chat, I mentioned that I would file a complaint with Casino Guru. Only then did they close my account and process my two withdrawals. I publicly ask for the help of Casino Guru. I'm waiting for two more withdrawals of 700 euros for which I applied.

Το καζίνο δεν με άφηνε να κάνω αναλήψεις με λογαριασμό κλειστό αφού είχα είδη αναφέρει πάρα πολλές φορές ότι έχω πρόβλημα με τον τζογο. Η πολιτική τους είναι να έχω λογαριασμό ανοιχτό και να αιτούμαι κάθε 72 ώρες ανάληψη των 700 ευρώ. Έχοντας ζητήσει όρια απώλειας η πρόταση μου αγνοήθηκε ξανά. Ζηταω δημόσια τα 500 ευρώ που ξανά έπαιξα πισω στον τραπεζικό μου λογαριασμό.. Αυτό που μου κάνανε παραβιάζει τους κανονισμούς. Μετά από συνομιλία πάλι στο live chat ανέφερα ότι θα κάνω καταγγελια στο casino guru τότε και μόνο μου κλείσανε τον λογαριασμό και προχώρησαν τις 2 αναλήψεις μου. Ζητάω δημόσια την βοήθεια του Casino guru. Περιμένω άλλες 2 αναλήψεις των 700 ευρώ τις οποίες και έκανα αίτηση.

Dear Aris13,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you've encountered with the online casino regarding your withdrawals and account closure.

To assist you effectively, could you please provide us with some additional details? Specifically, we'd like to understand:

• When did you first report your gambling problem to the casino, and how did you communicate this?
• Did you receive any acknowledgment or response from the casino regarding your request for a loss limit?
• Could you specify the dates and amounts of the withdrawals you're awaiting?

Additionally, if you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru for our reference.

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,

Petronela

Good evening. I want to be honest first of all. After winning an amount of 3,800 euros, I slowly started canceling my withdrawals and gambling larger amounts. Until I reached 1,000 euros and then I reached 2,600 again. That's when I realized that I have a problem and that I should at all costs withdraw the 2,600 otherwise with an open page I was afraid that I would lose everything. After agreeing on live to request withdrawals of 700 which is the daily limit and close my account for 5 days, I asked if the withdrawals would process properly since my account would be closed. Their response on the live chat was positive as long as I don't exceed the limit of 700 euros per request. All good so far. This happened on 4/21. On 4/25 I receive my first successful withdrawal of 700 euros and at the same time I see in my e-mail that the rest have been canceled and returned to my account balance. I asked the live chat directly and they told me that I have to request 700 euros every 24 hours, i.e. I can't have more than one withdrawal request per day. So they lied to me in the chat. This was a problem for me as I had to reopen my account after a request which was processed after 24 hours. There I started telling them that I have a problem and that I am afraid of losing all my earnings. They told me there is nothing they can do about it. I also asked for loss limits and they told me that they still can't. After applying and the second withdrawal of 700 euros, unfortunately I did not resist the next day and lost 500 euros. I had pleaded with them several times in the live chat that I had a problem and that I was afraid of how I would play them. After I lose the 500 on 4/26, the same day I inform them that I will file a complaint with them and that it is not possible for a customer with a problem to be left without limits if he has asked for help. After a while they informed me that my account will be closed and that my withdrawals will be processed on time. I am asking you to intercede so I can get the 500 euros I gambled back. Because the casino did not respect terms and conditions. Just please do not make any move yet because I am waiting for 2 withdrawals of 700 euros and I am afraid that the casino will act against me and I will lose them.. Thank you very much, if we can leave it for 3 days until my withdrawals are paid.

Καλησπέρα σας. Θέλω να είμαι ειλικρινής πρώτα απ όλα. Αφού κέρδισα ένα ποσό των 3.800 ευρώ, σιγά σιγά άρχισα να ακυρώνω τις αναλήψεις μου και να τζογαρω μεγαλύτερα ποσά. Μέχρι που τα έφτασα 1000 ευρώ και μετά τα εφτασα ξανα τα 2.600. Εκεί κατάλαβα ότι έχω πρόβλημα και ότι θα πρέπει πάση θυσία να βγάλω τα 2.600 αλλιώς με ανοιχτή σελίδα φοβόμουν πως θα τα έχανα όλα. Αφού συνεννοηθηκα στο live να αιτηθω αναλήψεις των 700 που είναι το ημερήσιο όριο και να κλείσω τον λογαριασμό μου για 5 μέρες, ρώτησα αν οι αναλήψεις θα επεξεργαστουν σωστά εφόσον ο λογαριασμός μου θα ήταν κλειστός. Η απάντηση τους στο live τσατ ήταν θετική αρκεί να μην ξεπεράσω το όριο των 700 ευρώ ανα αίτηση. Όλα καλά μέχρι εδώ. Αυτό έγινε στις 21/4. Στις 25/4 λαμβάνω την πρώτη επιτυχής ανάληψη μου των 700 ευρώ και παράλληλα βλέπω στο e mail μου πως οι υπόλοιπες ακυρώθηκαν και επέστρεψαν στο balance του λογαριασμού μου. Ρώτησα κατευθείαν το live chat και μου είπαν ότι πρέπει να αιτούμαι 700 ευρώ κάθε 24 ώρες , δηλαδή δεν μπορώ να έχω πάνω από μια αίτηση ανάληψης την ημέρα. Δηλαδή μου είπαν ψεματα στο chat. Αυτό για εμένα αποτέλεσε πρόβλημα καθώς έπρεπε να ανοίξω ξανά τον λογαριασμό μου μετα από αίτηση ή οποία διεκπεραιωθηκε μετά από 24 ώρες. Εκεί ξεκίνησα να τους λέω ότι έχω πρόβλημα και ότι φοβάμαι μην χάσω όλα μου τα κέρδη. Μου είπαν δεν μπορούν να κάνουν κάτι για αυτό. Επίσης ζήτησα όρια απώλειας και μου απάντησαν ότι πάλι δεν μπορούν. Αφού κάνω αίτηση και την δεύτερη ανάληψη των 700 ευρώ δυστυχώς δεν αντιστάθηκα την επόμενη μέρα και έχασα 500 ευρώ. Τους είχα παρακαλέσει αρκετές φορές στο live chat ότι έχω πρόβλημα και ότι φοβόμουν πως θα τα παίξω. Αφού χάνω τα 500 στις 26/4 την ίδια μέρα τους ανακοινώνω πως θα τους κάνω καταγγελία και ότι δεν γίνεται έναν πελάτη με πρόβλημα να τον αφήνεται χωρίς όρια εφόσον έχει ζητήσει βοήθεια. Μετά από λίγο μου ανακοίνωσαν πως ο λογαριασμός μου θα κλείσει και πως οι αναλήψεις μου θα διεκπεραιωθουν στην ώρα τους. Ζηταω να μεσολαβήσετε να πάρω τα 500 ευρώ που τζογαρα πίσω. Διότι το καζίνο δεν τήρησε όρους και προϋποθέσεις . Απλά σας παρακαλώ μην κάνετε κάποια κίνηση ακόμα διότι περιμένω 2 αναλήψεις των 700 ευρώ και φοβάμαι μην δράσει εναντίον μου το καζίνο και τις χάσω.. Σας ευχαριστώ πολύ ,αν μπορούμε να το αφήσουμε για 3 μέρες το θέμα μέχρις να πληρωθούν οι αναλήψεις μου.

Good morning! My withdrawals were successful so I would like to proceed with the complaint against the casino. Thank you very much.

Καλημέρα σας! Οι αναλήψεις μου έγιναν επιτυχώς οπότε θα ήθελα να προχωρήσουμε στην καταγγελία του καζίνο. Ευχαριστώ πολύ.

Hi Aris13,

• Would you kindly forward any relevant communication documenting your notification to the casino regarding your gambling issue to petronela.k@casino.guru?

Thank you.

Unfortunately, I don't have a screenshot, that's all.

Δυστυχώς δεν έχω κάποιο screenshot πάρα μόνο αυτό.

Hi Aris13,

I genuinely apologize, but it's incredibly challenging for us to address the casino without any supporting evidence.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded. Requesting bonuses should never be a means to close your account.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Did you contact the casino? I didn't ask for a bonus .. I was asking live chat limits the one immediate solution to my gambling problem so I don't gamble my withdrawals... I just don't have screenshots.

Με το καζίνο επικοινωνησατε? Εγώ δεν ζήτησα μπόνους .. Ζητούσα από την ζωντανή συνομιλία όρια η μία άμεση λύση για το πρόβλημα που έχω με τον τζογο ώστε να μην τζογαρω τις αναλήψεις μου... Απλά δεν έχω screenshots.

Hi Aris13,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Sushi Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please attempt to request the live chat transcript directly from the casino. Please be aware that we cannot proceed with the case without supporting evidence.

Thank you.

Unfortunately you answer like the casinos and I am very afraid that you are on their side. I chose the wrong site, I should have gone to ASKGAMBLERS probably. Now after a while I can't request a complaint. Destroy everything. I'm not going to trust your site again either, it's promoted by the same casinos that steal from us and don't respect the terms. I am very afraid that you are cooperating unlike ASKGAMBLERS who have resolved a bunch of complaints. Big mistake to trust you.

Δυστυχώς απαντάτε όπως τα καζίνο και πολύ φοβάμαι ότι είστε με το μέρος τους. Επέλεξα λάθος site, έπρεπε να απευθυνθώ στο ASKGAMBLERS μάλλον. Τώρα μετά από καιρό δεν μπορώ να αιτηθω καταγγελια. Τα καταστρέψετε όλα. Δεν πρόκειται να εμπιστευθώ ούτε το site σας ξανά, προωθείται τα ίδια καζίνο που μας κλέβουν και δεν τηρούν τους όρους. Πολύ φοβάμαι ότι συνεργάζεστε σε αντίθεση με το ASKGAMBLERS που έχει επιλύσει ένα σωρό καταγγελίες. Μέγα λάθος να σας εμπιστευτώ.

Hi Aris13,

I'm sorry to hear about your frustration. We understand your concerns, but please know that our primary goal is to ensure fairness and resolve disputes transparently. Without supporting evidence, it's challenging for us to proceed with your case and confront the casino effectively.

Regarding your comparison with AskGamblers, please understand that each platform may have its own policies and procedures. However, we remain committed to assisting our users to the best of our abilities within the confines of our policies.

We regret any disappointment you've experienced.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Aris13,

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.

Since you can't help me. Why are we still talking about this.? close the complaint. You obliged me.

Αφού δεν μπορείτε να με βοηθήσετε. Γιατί το συζητάμε ακόμα.; κλείσε το παράπονο. Με υποχρεωσατε.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.