Yep Casino - Das Spielerkonto ist trotz der Aufforderung zur Schließung weiterhin aktiv.

Unfortunately, I ended up on a fraudulent platform.

I have made many deposits.

There is no chance here of winning 50 or 100 times your stake.

absolutely not

Every round of play is unique, regardless of the games or providers.

I prayed several times that they would permanently ban my gaming account on that platform.

no one reacted

I said that I have problems with the game.

I am sick

They still haven't blocked my gaming account.

I ask an employee of Gurucasino

that will help me further with the most scam platform

Because they are not people without feelings

ich bin leider bei das betrügerische platform gelandet

ich habe vielmals eingezahlt

es gibt keine chance hier man 50 oder 100 fach zum gewinn

absolt nicht

jede spielrunde hebt ab egal welche spiele egal welche anbiter

ich habe mehr mal gebetet das die mein spielkonto bei das platform für immer sperren

kein schweinn reagiert

ich habe gesagt das ich spielprobleme habe

ich bin krank

die sperren sie mein spielkonto immer noch nicht

ich bitte eine mitarbeiter von Gurucasino

das mir weiter helfen bei das Betrügste Platform

weil die sind kein menschen ohne gefühle

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Dear elvissweet,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience and the distress you are feeling.

To better understand the situation and determine how we can proceed, I kindly ask you to clarify a few important points:

• When you asked the casino to permanently block your account, did you do so in writing (email or live chat), and can you confirm the date(s) of these requests?
• In your communication with the casino, did you explicitly state that you have a gambling problem or addiction, or was the request phrased as a general account closure?
• Did you receive any response at all from the casino acknowledging your request or explaining why the account was not blocked?
• Is your account currently still active, and are you still able to deposit or play?

If you have any screenshots, emails, or chat transcripts showing that you informed the casino about your gambling problem or requested a permanent ban, please upload them here or forward them directly to petronela.k@casino.guru so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

For your reference, below is a clear template you can use to request proper self-exclusion. We strongly recommend sending it from the email address registered on your casino account and asking for written confirmation:

Subject: Request for permanent self-exclusion

"I have a gambling addiction and I request immediate and permanent self-exclusion.

Please block my account so that I cannot log in, deposit, or play, and so that it cannot be reopened under any circumstances.

Please confirm this in writing."

Sending a clear request like this removes any ambiguity and obliges the casino to apply responsible gambling measures.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I prayed 100 times.

They told me they have the best payout rate, over 95%.

But in reality, I lose every round of the game.

Regardless of the games, regardless of the provider

The casino has a very poor payout rate.

No matter what they write, I simply don't trust it.

100 mal habe ich gebetet

die schreiben mir das die beste auszahlquotte über 95% haben

aber in realität jede spielrunde verliere ich

egal welche spiele egal welche anbitter

das casino hat sehr schlechte auszahlquotte

egal was die schreiben ich vetruauche einfach nicht

Hi elvissweet,

Thank you for your message.

I understand your frustration and loss of trust in the casino. However, to be able to assess your complaint and determine whether we can take any action, I kindly need you to reply directly to the questions I asked in my previous message.

Specifically, please clarify:

• whether and when you requested the casino to permanently block your account,
• how the request was made (email or live chat),
• whether you explicitly mentioned a gambling problem or addiction,
• whether you received any response or confirmation from the casino,
• and whether your account is currently still active.

Without answers to these points and any supporting evidence (screenshots, emails, chat transcripts), we are unfortunately unable to proceed or investigate the case further.

Please reply to the questions when you are ready, and we will continue reviewing your complaint accordingly.

Dear elvissweet,

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,
Petronela
Casino.Guru