HollyWin Casino - Die Problematik des verantwortungsvollen Spielens bleibt weiterhin ungelöst.

Dear HollyWin Management,

This letter serves as my final notice.

I have contacted your company multiple times regarding serious concerns about my account activity, substantial financial losses, and the lack of responsible gambling intervention on your platform. Despite my repeated attempts to resolve this matter directly, I have received no meaningful response.

I find it unacceptable that my formal complaint has been ignored for more than seven days while my messages have been received and acknowledged.

I hereby request, for the final time:

A written response to my complaint.

A review of my account and transaction history.

Clarification regarding the handling of my case.

A response to my request for reimbursement of my losses.

If I do not receive a satisfactory response within seven (7) days from the date of this email, I will consider the matter unresolved and will continue pursuing all available regulatory and legal options.

Please note that I have preserved all relevant evidence, including deposit records, account screenshots, complaint correspondence, and proof of unanswered communications.

This is your final opportunity to address this matter directly and professionally.

I expect your prompt response.

Sincerely,

Paul S.

[email hidden by Casino Guru]

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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 ever requested self-exclusion from this casino? If so, please forward your self-exclusion request together with any responses from the casino to veronika.f@casino.guru.
• Have you completed the full KYC verification process at this casino?
• Is your account currently open, or has it been closed by the casino or by yourself?

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

Dear Pulimassiv,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru