MonsterWin Casino - Das Spielerkonto wurde nach dem Antrag auf Selbstausschluss nicht geschlossen.

Hello,

I submitted a self-exclusion request due to gambling problems. Unfortunately, the casino ignored the request for a long time, which of course led to further deposits.

Since I was recently informed via email that I had received a credit of €50, I tried to log in again. I then discovered that the account had been closed. I have not received any confirmation to date.

I have requested a refund of the deposits I made after the casino requested closure, but unfortunately the casino is ignoring all emails.

And nobody seems to care about my request to stop the advertising. Especially since I receive the same bonus emails from all the partner casinos. Please advise me on how to proceed. Thank you.

Hallo,

ich habe im o.g. den Selbstausschluss auf Grund Spielprobleme eingereicht. Leider hat das Casino die Anfrage lange ignoriert, was natürlich zu weiteren Einzahlungen führte.

Da ich per Mail jetzt wieder informiert wurde, dass ich ein Guthaben i. h. v. 50 € erhalten habe, hat man sich wieder versucht einzuloggen. Dabei stellte ich fest, dass der Account nun mehr geschlossen wurde. Ein Bestätigung habe ich bis heute nicht erhalten.

Meine Bitte der Rückzahlung der gezahlten Einzahlungen nach der Bitte der Schliessung habe ich zur Rückzahlung beantragt, aber leider ignoriert das Casino alle Emails.

Und die Bitte der Einstellung der Werbung interessiert auch niemand. Vorallem weil man von allen Partnercasinos, die gleichen Boni-Emails bekomme.Ich bitte um Mitteilung wie weiter verfahren werden soll.Danke

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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.

• Could you please clarify whether the casino closed your account, or whether it remained accessible during the entire period after you first requested self-exclusion on 30 April?
• When you did not receive a response to your self-exclusion request via email, did you try contacting customer support through any other channels, such as live chat?
• Have you completed the full KYC verification process at this casino?

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