Alpino Casino - Das Konto des Spielers wurde ungeachtet des angeforderten Selbstausschlusses wiedereröffnet.

I did self-exclusion for three years specified for gambling and I asked that it not be opened even at my request tonight they reopened it for me playing 1000 euros being sick of gambling they shouldn't have to do it absolutely can you help me?

Ho fatto autoesclusione per tre anni specificato per gioco d azzardo e ho chiesto che non venisse aperto nemmeno su mia richiesta stasera me lo hanno riaperto giocando 1000 euro essendo malato di gioco d azzardo non dovevano farlo assolutamente potete aiutarmi?

Dear fossa1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

I have emailed you privately, do I have other emails if you need them. Did you get emails?

Le ho mandato email in privato ne ho anche altre se dovessero servire le sono arrivate email?

Thank you very much, fossa1985, for the forwarded screenshots.

Do I understand correctly that you mentioned gambling problem for the first time on the 29th of June?

But even before I sent you the last emails, can you continue in this way?

Anche prima però le ho mandate ultime email può proseguire in questo modo?

Is there any news on my case?

Ci sono novità sul mio caso?

Thank you, fossa1985, for your reply.

I tried to create a timeline of the events based on the forwarded communication. Would you like to add anything?

• 27.6. Account locked forever
• 29.6. You sent a message that reopening your account was a mistake. The gambling problem was mentioned
• 29.6. Account blocked
• 9.7. Account blocked for 2 years
• 11.7. You requested the account to be unlocked under your responsibility

Is this correct or am I missing anything?

That's fine so thank you

Va benissimo così la ringrazio

Thank you very much, fossa1985, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello fossa1985,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear fossa1985,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru