BetterWin Casino - Die Einzahlung des Spielers verzögert sich und die Rückerstattung wird ignoriert.

Hello, a €120 credit card deposit was debited but has not been credited to my casino account.

The casino also confirmed to me that there was a technical error and said that the €120 would be refunded.

The casino also gave me an RNN number, claiming that the money had been sent.

The problem is that the casino issued a refund to my credit card, which, according to my bank, is technically impossible. Unfortunately, my credit card doesn't have the option to accept deposits.

Therefore, the refund must have arrived back at the casino.

I have tried to explain this to the casino several times over the past few days, but I haven't received a response yet.

The fact is that I never received the refund of the 120 € and the casino has ignored me since then

Hallo, 120 € Einzahlung über Kreditkarte wurde abgebucht, ist aber meinem Casino Konto nicht gutgeschrieben worden.

Das Casino bestätigte mir auch, dass es einen technischen Fehler gibt, und meinte, dass die 120 € zurück erstattet werden.

Das Casino teile mir auch eine RNN Nummer mit, mit der Behauptung, das Geld wurde geschickt.

Problem ist, dass das Casino eine Rückerstattung auf meine Kreditkarte veranlasst hat, was laut Aussage von meiner Bank technisch nicht möglich ist. Meine Kreditkarte hat die Funktion, Einzahlungen zu empfangen, leider nicht.

Somit muss die Rückerstattung wieder bei dem Casino angekommen sein.

Ich habe in den letzten Tagen schon mehrmals versucht, dies dem Casino zu erklären, bekomme aktuell aber keine Antwort mehr.

Fakt ist, dass ich die Rückerstattung der 120 € nie erhalten habe und mich das Casino seitdem ignoriert

Dear xSerious169,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem with your deposit and the subsequent refund issues. To help us better understand the situation and assist you effectively, could you please provide us with the following additional details?

• What payment method did you use to make the €120 deposit?
• Have you made any successful deposits to the casino before?
• Have you used any other payment methods for deposits with this casino in the past?
• When exactly did you make the initial deposit, and when did the casino confirm the technical error?
• Could you please forward the communication between you and the casino regarding the refund of your deposit to veronika.f@casino.guru?

I hope we can help resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I paid by credit card.

All other deposits were successful, except this one.

As soon as I contacted the casino, they confirmed the error and promised a refund, which never arrived.

I forwarded it to you.

Ich habe per Kreditkarte eingezahlt.

Alle anderen Einzahlungen waren erfolgreich, nur diese nicht.

Das Casino hat direkt als ich es kontaktiert habe den Fehler bestätigt und eine Rückerstattung versprochen, die nie angekommen ist.

ich habe es dir weitergeleitet.

Could you also please forward me the communication you had with your bank?

Has the casino informed you about the outcome of their inquiry with your bank in the meantime?

Hello, unfortunately, I don't have anything in writing from the bank. I went there and asked, but they just told me that it's not possible to make deposits to my credit card.

I then sent the casino my credit card statement to prove this.

The casino just said it would check again... but I haven't heard anything back

Hallo, mit der Bank habe ich leider nichts schriftliches. Ich war vor Ort und habe nachgefragt. Da wurde mir nur gesagt, dass es nicht möglich ist, Einzahlungen auf meine Kreditkarte durchzuführen.

Ich habe dem Casino dann meinen Kontoauszug der Kreditkarte gesendet, um das nachzuweisen.

Das Casino meinte nur, es prüft nochmal.. habe aber nichts wieder gehört

Thank you very much, xSerious169, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear xSerious169,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BetterWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BetterWin Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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’ which may negatively affect its rating.

I also sent the casino a sales statement, which shows that the transaction was not refunded.

There was no answer to this either.

Ich habe dem Casino auch eine Umsatzübersicht gesendet, auf der zu sehen ist, dass die Transaktion nicht zurückerstattet wurde.

Auch hierauf kam keine Antwort.

Dear xSerious169,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

We’ve reopened this complaint at the request of BetterWin Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion if possible.

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’ which may negatively affect its rating.

Why is this complaint being reopened? I didn't receive the money over a year ago and I don't see the casino paying out now.

Wieso wird diese Beschwerde wieder geöffnet? Ich habe das Geld vor über einem Jahr nicht erhalten und sehe auch nicht, dass das Casino jetzt zahlt

Hello everyone,

This case has been reopened on casino's request. We'd like to thank CasinoGuru for the opportunity to review and potentially solve the issue.

Since the original complaint was submitted, our platform has undergone significant changes, therefore, in order to resolve your missing deposit as quickly as possible, we would like to invite you to create an account at BetterWin.com. If you already have a cryptocurrency wallet (or are able to create one), the refund process can be completed much more efficiently through our new platform.

Once your account has been created, please reply here or contact our support team with your BetterWin username (or the email address used for registration) together with your preferred cryptocurrency. We will then review the details and proceed with resolving your case as quickly as possible.

We sincerely apologize for the inconvenience you experienced and appreciate your cooperation. We look forward to resolving this matter for you.

Kind regards,

The BetterWin Team

Dear User,

Thank you for your response.

Due to recent updates to our internal systems, we kindly ask you to clear your browser cache before proceeding.

After that, please select Sign Up instead of Log In. The registration process is very straightforward and only requires you to enter your email address and create a password.

Once you have successfully created your account, please let us know.

We look forward to your confirmation.

Kind regards,

The BetterWin Team

Hello, account with email pass******************* 107@gmail.com is created

Hallo, Konto mit email pas*******************107@gmail.com ist erstellt

Dear user,

Thank you for the confirm.

The balance has been updated and if you wish you can proceed with withdrawal to your USDT wallet.

I receive an error message stating that I first need to make a successful deposit and therefore cannot withdraw any funds.

Ich erhalte eine Fehlermeldung, dass ich erst eine erfolgreiche Einzahlung machen muss und kann daher nicht auszahlen

Dear user,

Thank you for the feedback.

No worries, we will make a workaround and let you know as soon as possible when you'll be able to create your withdrawal request.

Thank you for your patience.

Thanks.

Will they also solve the problem of my failed self-exclusion from back then?

My self-exclusion was not processed there, and I received no refund of my account deposits. ler@web.de demanded.

Would you please check the total amount of my deposits and kindly credit that amount to my account?

If you need the email history, I can gladly provide it.

Danke.

Lösen sie auch das Problem meines damaligen fehlgeschlagenen Selbstauschlusses?

Dort wurde mein Selbstauschluss nicht bearbeitet und ich habe eine Rückerstattung meiner Einzahlungen meines Accounts pas*********ler@web.de gefordert.

Würden sie bitte einmal nachschauen wie hoch die Summe meiner Einzahlungen war und diesen Betrag freundlicherweise auch gutschreiben?

Falls sie den email Verlauf dazu benötigen kann ich diesen gerne bereitstellen.

Dear user,

Thank you for your patience.

You can now retry and make the withdrawal request to your crypto wallet.

Hello. I just did that.

Could you please credit the deposits to my old account due to the failed self-exclusion?

That would be very kind.

Hallo. Habe ich eben gemacht.

Würden sie bitte noch aufgrund des fehlgeschlagenen Selbstauschlusses die Einzahlungen meines alten Accounts gutschreiben?

Das wäre sehr freundlich.

I can provide all the necessary documentation, email histories, etc.

Alle Nachweise, emailverläufe etc kann ich bereitstellen.

Dear user,

The withdrawal request has been approved and the funds should arrive shortly to your crypto wallet. Please let us know if there is any issue with the withdrawal.

Thank you. Would you please also address the other issue?

Danke. Würden sie sich bitte noch um das andere Thema kümmern?

Dear user,

Due to recent updates to our internal systems and the changes that have been implemented since your original case, we would kindly ask you to provide us with a more detailed explanation of the issue you experienced.

If possible, please describe what happened with the deposit, including the amount, payment method used, approximate date of the transaction, and any other relevant details you may have.

If you still have any screenshots, transaction confirmations, or other supporting information, these would also be very helpful.

This will allow us to investigate the matter more thoroughly and determine the best way to resolve the issue for you.

Hello,

Thank you for your interest in solving the problem.

The issue is that I created an account with them in February 2025.

On February 20th, I requested a self-exclusion due to gambling addiction, which unfortunately was not implemented.

I have made several attempts to contact them via email or live chat.

I was told that the email containing information about my gambling addiction could not be found, therefore the account was not closed immediately.

After I presented evidence, they acknowledged the mistake and apologized. The case was then forwarded, and I was supposed to receive a response.

Unfortunately, I never received another email after that. Contact was lost.

I then requested information regarding the GDPR, but never received a reply.

I made deposits totaling approximately €1560 from my account at that time. The exact amount would need to be verified again, but that's roughly it.

All deposits were made using crypto or credit card.

I therefore request that you credit this amount to my new account so that I can withdraw it.

Hallo,

Danke erstmal, dass sie an der Lösung des Problems interessiert sind.

Es geht darum, dass ich im Februar 2025 einen Account bei ihnen erstellt habe.

Am 20.02. habe ich einen Selbstausschluss aufgrund von Spielsucht gefordert, der leider nicht umgesetzt wurde.

Ich habe mehrere Kontaktversuche vorgenommen per Email oder Live Chat.

Man sagte mir, dass die Email mit der Information über meine Spielsucht nicht auffindbar ist, daher wurde der Account nicht direkt geschlossen.

Nachdem ich Beweise vorgelegt hatte, hat man den Fehler eingesehen und sich entschuldigt. Der Fall wurde dann weitergeleitet und ich sollte Bescheid bekommen.

Danach habe ich leider nie mehr eine email erhalten. Der Kontakt ist abgebrochen.

Ich habe dann noch eine DSGVO Auskunft angefordert, aber nie eine Antwort erhalten

Ich habe mit meinem Account damals Einzahlungen in Höhe von ca 1560€ getätigt. Die genaue Summe müsste noch einmal geprüft werden, aber so in etwa.

Alle Einzahlungen wurden mit crypto oder Kreditkarte getätigt.

Ich bitte sie daher, diesen Betrag auf meinen neuen Account gutzuschreiben, damit ich ihn abheben kann.

You can contact me via my email address.

Sie können mich gerne unter meine Email kontaktieren

Dear All,

I would like to express my gratitude to both parties for their engagement. I am pleased to see some positive developments; however, it appears that this case has somewhat diverged from the initial issue.

Dear xSerious169,

Could you please confirm the amount you have received from BetterWin Casino and clarify what this payment relates to? This will help me identify which issue has been resolved.

Additionally, regarding your recent inquiry about a refund of deposits due to what you believe was an incorrect implementation of your self-exclusion, could you please provide some further details and clarify whether this relates to circumstances that occurred before or after the "original" issue?

I look forward to your clarification.

Hello, these two things are related.

I always wanted a refund of my entire deposit, except that one deposit never arrived and the other deposits are to be refunded by the casino due to a failed self-exclusion.

Both things happened at the same time.

And since the casino asked for details, I answered them directly.

I would be very happy if this could also be resolved.

Hallo, das hängt beides zusammen.

Ich wollte immer eine Rückerstattung meiner kompletten Einzahlung, nur mit dem Unterschied, dass eine Einzahlung nie angekommen ist und die anderen Einzahlungen vom Casino zurückerstattet werden sollen aufgrund eines fehlgeschlagenen Selbstausschlusses.

Das ist beides gleichzeitig passiert.

Und da das Casino nach Details gefragt hat, habe ich direkt drauf geantwortet.

Ich würde mich sehr freuen, wenn das noch ebenfalls gelöst werden kann.

The casino has contacted us via email. Would you please leave the complaint open until the matter is resolved?

Das Casino hat sich dazu per Mail gemeldet. Würden sie die Beschwerde bitte offen lassen, bis es geklärt ist?

Dear xSerious169,

Thank you for your response.

I understand that, from your perspective, the two matters are connected. I will also enquire with the casino team to clarify their position and understand whether they consider the matters connected as well.

At the same time, as a dispute mediator, I need to establish which part of the original complaint has already been resolved and whether the resolution reflects the circumstances of the case. The casino has confirmed to us that the payment concerning the original missing-deposit issue was made, so I would appreciate it if you could also confirm whether you have received this payment and what amount you received.

Regarding the self-exclusion-related refund, I understand that you are still seeking a resolution from the casino. If this is indeed connected to the original issue, I will take that into consideration when reviewing the case. If, however, it concerns separate transactions and circumstances, it may need to be treated separately from the matter that was originally brought to us.

I will clarify this with the casino team so that I can have a better understanding of their position as well. Once I have your and their response, we should be in a better position to determine whether there is still a reason for this complaint to remain open.

Dear Michal,

to answer your questions directly and precisely:

Yes, I hereby formally confirm the receipt of exactly €120 in USDT in my crypto wallet.

However, I consider this €120 only as a partial payment towards the total claim.

The casino itself has initiated an investigation in this public thread into the details of the failed self-exclusion (approximately €1,560). I am currently in direct email contact with the casino team regarding this matter.

Since the casino initiated this review itself as part of its reopening, I ask that you leave the complaint open until you receive a response from the casino and the overall situation is clarified. Should the casino refuse to investigate, we can still make a decision – but as long as the email exchange continues, the matter remains unresolved for me.

I expect this issue to be resolved within the next few days.

Best regards,

xSerious169

Lieber Michal,

um deine Fragen direkt und präzise zu beantworten:

Ja, ich bestätige hiermit formal den Eingang von genau 120 € in USDT auf meiner Krypto-Wallet.

Ich betrachte diese 120 € jedoch nur als Teilzahlung zur Gesamtforderung.

Das Casino selbst hat hier im öffentlichen Thread veranlasst, die Details zum fehlgeschlagenen Selbstausschluss (ca. 1.560 €) zu prüfen. Ich befinde mich dazu aktuell auch schon in direktem E-Mail-Kontakt mit dem Casino-Team.

Da das Casino diese Prüfung im Rahmen dieser Wiedereröffnung selbst angestoßen hat, bitte ich dich, die Beschwerde so lange offen zu lassen, bis die Rückmeldung des Casinos vorliegt und die Gesamtsituation geklärt ist. Sollte das Casino die Aufarbeitung hier verweigern, können wir immer noch entscheiden – aber solange der E-Mail-Austausch läuft, ist der Fall für mich nicht gelöst.

ich gehe davon aus, dass auch dieses Thema innerhalb der nächsten Tage gelöst wird.

Beste Grüße,

xSerious169

Dear xSerious169,

Thank you for your response confirming that the original reason for this complaint has been resolved.

Dear BetterWin Casino,

I'm glad the original reason for this case has been resolved.

I would like to kindly request more information regarding the ongoing investigation related to what the player perceives as a failure in their self-exclusion process.

I completely understand that you are communicating with the player directly regarding this matter, and I have no issue with that. However, as an independent dispute mediator, I would appreciate being kept informed of the situation, as this helps me better understand the circumstances and assess whether an appropriate resolution can or has been reached.

If any aspects of this matter cannot be shared publicly, I would be grateful if you could provide me with the relevant details privately at michal.k@casino.guru.

Thank you for your attention to this matter.

Dear Casino Guru,

We have sent an email to the operator's email with explanation.

Please let us know if the email has been received.

I haven't received an update.

Ich habe kein Update erhalten.

Dear BetterWin Casino,

Thanks for your email. I've replied with a few more queries.

Dear xSerious169,

While the original issue raised in this complaint has been resolved and the current matter does not seem to be directly related to it, I am still willing to assist with clarifying the situation.

Kindly forward all communication you have had with the casino regarding your self-exclusion request, including emails, live chat conversations, or any other relevant correspondence, in its original form to michal.k@casino.guru.

Dear xSerious169,

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.

I've been trying to forward the emails for several days now, but I keep getting this error message.

Ich versuche schon seit mehreren Tagen die E-Mails weiterzuleiten, bekomme aber immer diese Fehlermeldung

I would also like to add that the casino has suddenly stopped responding to my emails, which I find very unfortunate.

Initially, every email was answered and apologies were even offered for the delay, but suddenly all communication ceased.

I was really optimistic about resolving the issue with the casino, but for reasons I still cannot explain, the casino is no longer responding to any of my emails.

I find this very unfortunate and it shows that the casino is not willing to resolve this case for me.

Ich möchte ebenfalls hinzufügen, dass das Casino plötzlich nicht mehr auf meine E-Mails antwortet, was ich sehr sehr schade finde.

Am Anfang wurde auf jede E-Mail geantwortet und sich sogar für die Verzögerung entschuldigt und plötzlich wurde die Kommunikation komplett eingestellt.

Ich war wirklich guter Dinge, die Angelegenheit mit dem Casino zu lösen, aber aus mir bislang unerklärlichen Gründen, antwortet das Casino auf keine meine E-Mails mehr.

Das finde ich sehr schade und zeigt, dass das Casino doch nicht bereit ist, diesen Fall für mich zu lösen

Dear xSerious169,

My email address, michal.k@casino.guru, has no restrictions, and I receiving messages from players, casinos, regulatory authorities or other entities from all around the world on a daily basis. Please check with your email provider to determine why your message could not be delivered.

Regarding your communication with the casino, I have received certain information that may have affected the casino’s response time for the time being. Therefore, providing the requested emails is essential for us to verify the circumstances and proceed with your case.

Hi Michal, I've been trying to send you the emails for 5 hours.

The problem isn't with my email provider. According to Web.de, it's due to server-side DNS/spam settings.

Do you have another email address I can send everything to?

Hallo Michal, seit 5h versuche ich dir die Emails zu senden.

An meinem email Provider liegt es nicht. Laut Web.de liegt es an serverseitigen DNS-/Spam Einstellungen.

hast du eine andere Email für mich an die ich dir alles senden kann?

Hi, that's exactly the point. As soon as an email couldn't be delivered or wasn't sent successfully, I always get a notification. Just like what happened in your case.

All emails I sent to the casino were successfully delivered. I never received any notification that an email could not be sent.

I've forwarded you everything else I could find.

Unfortunately, it was a very long time ago and I no longer have everything in my email inbox.

For example, I unfortunately miss the live chat from March 1, 2025, in which I was told, referring to my email, that I had to create an account and that it would be blocked immediately.

Hallo, genau das ist ja der Punkt. Sobald eine E-Mail nicht zugestellt oder nicht erfolgreich versendet werden konnte, bekomme ich immer eine Benachrichtigung. So wie es jetzt bei dir der Fall war.

Alle E-Mails, die ich an das Casino gesendet habe, wurden erfolgreich gesendet. Dort habe ich nie eine Rückmeldung erhalten, dass die E-Mail nicht gesendet werden kann.

Ich habe dir mal alles weitergeleitet, was ich noch gefunden habe.

Ist leider schon sehr lange her und ich habe nicht mehr alles im E-Mail-Postfach.

Beispielsweise fehlt mir leider der Live Chat vom 1.3.2025, in dem mir gesagt wurde, bezugnehmend auf meine E-Mail, dass ich einen Account erstellen muss und dieser würde sofort gesperrt werden

Dear xSerious169,

I have received the emails you sent to my alternative work address. I have also received further information and supporting evidence from the casino team.

According to the casino’s records, no email from you was received on February 20. As your messages were sent through your @web.de email account, which appears to have experienced delivery issues with multiple recipients—including my primary work address—the casino team could not reasonably have been aware of your intention at that time.

Moreover, even if the casino had received your email, you had not yet registered an account, and your email address was therefore not present in its system. In such circumstances, we do not consider the casino obligated to proactively block an email address belonging to a person who is not yet registered. Given your history of similar complaints, I am somewhat puzzled by your actions, as you have previously been informed that we do not consider preventive self-exclusion to be a mandatory responsible gambling measure.

You created your casino account on 1 March 2025. The casino received your self-exclusion request later that day and closed your account on the same day. Based on the available information and evidence, the casino acted in accordance with its standard procedures.

You have also previously been advised by my colleagues of the recommended steps to follow in such situations.

Having carefully reviewed the information and evidence provided by both parties, I have found nothing to suggest that the casino failed to comply with its Terms and Conditions or generally accepted industry standards in this matter.

While casinos are expected to apply appropriate responsible gambling measures, players also bear significant responsibility for their own actions. This includes refraining from registering with or depositing at a casino, particularly after having already requested not to be allowed to play there.

Consequently, I cannot agree with your claim that the casino failed to implement the self-exclusion limitation on your account in a reasonable time, and thus your request to refund the funds you normally lost is unjustified in this case.

I understand this is not the outcome you have hoped for; however, as mentioned, I have found nothing to suggest that the casino failed to comply with its Terms and Conditions or generally accepted industry standards in this matter.

You are entitled to pursue this matter with the appropriate authorities if you still believe your stance is justified; however, we are not able to provide any further assistance. Feel free to let me know of the authorities' decision, should you opt for this route at michal.k@casino.guru.

With all this being said, and considering the core issue of this case has been resolved, can I proceed with closing this case as clarified/addressed?

Hello Michal,

I completely disagree with the conclusion of the case.

First, regarding the email: I successfully delivered the email from February 20th. If there had been a delivery problem at web.de, I would have immediately received an automatic error message (bounce email). That was definitely not the case; the email therefore reached the casino.

Regarding the registration process: I had already contacted live chat beforehand. The only reason I created an account in the first place was precisely because of this conversation. The explicit goal was to have the account blocked immediately after creation. The fact that the casino didn't block the account afterward and I was instead able to deposit and play normally is a clear failure of player protection.

I am very aware of my responsibility. That's precisely why I openly inform EVERY casino that I am a gambling addict and want to be banned to protect myself. If the casino ignores such warnings and simply leaves an account open that has been set up for banning, they are ultimately shifting the blame carelessly onto the player.

Incidentally, it's no secret in the industry that complaint portals in such cases tend to rule in favor of casino operators with striking frequency.

I therefore urge you to objectively review these points and the available evidence once again and not simply close the case.

Best regards

Hallo Michal,

ich bin mit dem Abschluss des Falls überhaupt nicht einverstanden.

Zuerst zum Thema E-Mail: Die Mail vom 20. Februar wurde von mir erfolgreich zugestellt. Wenn es bei web.de ein Problem mit der Zustellung gegeben hätte, wäre sofort eine automatische Fehlermeldung (Bounce-Mail) bei mir eingegangen. Das war definitiv nicht der Fall, die Mail ist also beim Casino angekommen.

Zum Ablauf bei der Registrierung: Ich hatte vorab bereits den Live-Chat kontaktiert. Der einzige Grund, warum ich danach überhaupt erst einen Account erstellt habe, war genau dieses Gespräch. Es ging ausdrücklich darum, den Account direkt nach der Erstellung sofort zu sperren. Dass das Casino das Konto danach nicht blockiert hat und ich stattdessen ganz normal einzahlen und spielen konnte, ist ein klares Versagen beim Spielerschutz.

Ich nehme meine Verantwortung sehr wohl wahr. Genau aus diesem Grund teile ich JEDEM Casino offen mit, dass ich spielsüchtig bin und gesperrt werden will, um mich selbst zu schützen. Wenn das Casino solche Hinweise ignoriert und ein zur Sperrung angelegtes Konto einfach offen lässt, schiebt man die Schuld am Ende leichtfertig auf den Spieler.

Übrigens ist es in der Szene kein Geheimnis, dass Beschwerdeportale in solchen Fällen auffällig oft zu Gunsten der Casino-Betreiber entscheiden.

Ich fordere Sie daher auf, diese Punkte und die vorliegenden Belege noch einmal sachlich zu prüfen und den Fall nicht einfach so zu schließen.

Viele Grüße

Dear xSerious169,

I acknowledge your response. However, you once again appear to be following the same pattern of conduct that my colleagues have already addressed in your previous complaints.

While you are certainly entitled to contact casinos in advance, this does not mean that they are required to act on your requests immediately, particularly when you do not yet hold an account with them.

As we have explained to you on several occasions, we do not consider preventive self-exclusion to be a mandatory responsible gambling measure. For your reference, and anyone else following this thread, you can review, for example, this case https://casino.guru/complaints/1red-casino-player-demands-refund-after-account-issue

Furthermore, we are not aware of any official decision by a recognised authority confirming that casinos are required to apply preventive self-exclusion to individuals who do not yet hold an account with them. If you have received an official ruling from an appropriate authority that supports your own interpretation, please forward it to me for review at michal.k@casino.guru.

As I have already explained the reasons for our conclusion, I do not believe that further discussion of the same points would be productive.

The central issue raised in this complaint has been addressed, and you have received the €120 in question. However, as you have not confirmed that the complaint may be classified as Resolved, I will now proceed with closing it as Rejected.

I would like to thank the casino team for its cooperation throughout the complaint-resolution process.

You are entitled to disagree with our conclusion and may pursue your case with the casino’s licensing authority or another competent body in your jurisdiction if you truly believe your position is justified.

Should you receive a formal ruling from the competent authority in your favour, you may forward it to me at michal.k@casino.guru for review.

If you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru