Casino Lab - Der Spieler fordert eine Zahlung an, nachdem ein Selbstausschluss fehlgeschlagen ist.

Good afternoon dearest

My name is Angelina G. and unfortunately I am an addicted gambler

I have had results but the addiction does not allow me to withdraw these amounts, as proof I have already won 18,000 euros and the casino in question has always made it difficult to withdraw.

The reason I'm here today is because of the casino's lack of responsibility.

On February 15th I explained that I was addicted by email and asked for immediate self-exclusion from the account and they didn't respect that and continued to send promotions and offers to an addict until I couldn't resist and gambled again and lost almost all of my winnings as usual.

On the 28th I played and won by the way and when I went to withdraw, I had the withdrawal blocked and I went to send an email and they said that the account was closed since then I lost the account and the 1200€ that I have had there since the 3rd of 03 I never received and they always say to send documents that they will send the money and they never do and I believe they never will because that's how I lost the 18 thousand euros in December

As a result of their actions, I had an anxiety attack that made it impossible for me to work and I had to go to the hospital where I was put on sick leave for a week and I have to take heavy medication to sleep.

With this complaint I want to implore you to check out these casinos so that other people don't fall for it.

And that they compensate me with 5,000 thousand euros for the inconvenience caused to my health because nowadays I have to go to psychological counseling and I can't afford to pay any more.

Boa tarde caríssima/o

Chamo-me Angelina G. e sou uma jogadora viciada infelizmente 

Tenho tido resultados mas o vicio não me permite levantar estes valores, como prova já ganhei 18 mil euros e o casino em questão sempre dificultou o levantamento 

O motivo que me fez chegar aqui hoje é devido a falta de responsabilidade deste casino

No dia 15 de fevereiro eu expliquei que sou viciada por email e pedi auto exclusão imediata da conta e eles não respeitam e continuaram mandando promoções e ofertas para uma viciada e até que já não consegui resistir e apostei novamente e perdi como sempre quase todo meu salário 

No dia 28 joguei e ganhei por sinal e quando fui levantar, eu tinha o levantamento bloqueado e fui enviar email e eles disseram que a conta foi encerrada desde então perdi o acerto a conta e os 1200€ que tenho lá desde o dia 03 de 03 nunca recebi e eles dizem sempre para enviar documentos que vão enviar o dinheiro e nunca fazem e eu acredito que nunca farão até porque foi assim que perdi os 18 mil euros em Dezembro 

Como consequência das ações deles, eu tive uma crise de ansiedade que me impossibilitou de trabalhar e tive de ir ao hospital que fui colocada de baixa de uma semana e tenho de fazer medicação pesadas para dormir 

Com esta reclamação eu quero implorar que averiguem bem estes casinos para outras pessoas não caírem na mesma 

E que me indemnizem com 5.000 mil euros pelos transtornos causados a minha saúde porque hoje em dia tenho de fazer acompanhamento psicológico e não tenho condições de arcar com mais este custo

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you received any response from the casino customer support to the email you sent on February 15?
• Have you tried contacting customer support several times through different channels with your self-exclusion requests? If so, kindly forward these communications to me, along with the casino's responses, at veronika.f@casino.guru.
• Which documents have you sent to the casino for the verification of your account so far? Have any of your documents been reviewed and approved by the relevant department?

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

Veronika

Good evening Verorika

thank you for replying

I have sent an email to your inbox.

Boa noite Verorika

obrigada por responder

enviei um email na sua caixa de correio.

Hello Angelinaaa,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Angelinaaa;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Angelinaaa,

Thank you for your message and for sharing your situation with us.

In order for me to properly review your case and assess whether the casino acted in accordance with responsible gambling practices, I kindly ask you to provide the following:

• A copy of the email where you requested self-exclusion from the casino (ideally including the full message, date, and recipient)
• Any further communication between you and the casino regarding your self-exclusion request or account closure
• If possible, screenshots from your casino account (for example account status, blocked withdrawals, or any relevant notifications), provided that you still have access to it

You can either upload the documents directly here in the thread or send them to my email at karla.m@casino.guru.

This information is essential for us to proceed with the investigation.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Karla

Casino Guru