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I emailed the casino back in May to block my account!

This mail has not been answered to date and my account has not been blocked! I did not pursue the case any further as I am trying to avoid casinos due to my gambling problem! That being said, I got banned from over 200 casinos! I've lost track of all the correspondence! The email with the request for the block is of course available!

How can it be that a casino refuses to block and continues to offer its illegal gambling on the Austrian market! And the casino shouldn't tell you that their offer is legal in Austria! The jurisprudence and all associated judgments of the last few years are clear! I am fully aware myself that it is illegal, but sometimes the addiction is stronger than the mind/will! And casinos like Happyspins that don't block the accounts and take advantage of this unscrupulously must be held accountable! I expect a refund of my deposits made today and a lifetime ban on my account! If no agreement can be reached here through the mediation of Urlaubsguru, I will take legal action!

Ich hab bereits im Mai das Casino per Mail aufgefordert mein Konto zu sperren!

Diese Mail wurde bis dato weder beantwortet noch wurde mein Konto gesperrt! Von mir wurde der Fall nicht weiter verfolgt, da ich versuche aufgrund meines Glückspielproblems Casinos zu meiden! Mal davon abgesehen habe ich mich in über 200 Casinos sperren lassen! Ich habe somit auch die Übersicht über die ganze Korrespondenz verloren! Die Email mit dem Wunsch der Sperre liegt natürlich vor!

Wie kann es sein, dass ein Casino die Sperre verweigert und sein illegales Glücksspiel weiterhin am Österreichischen Markt anbietet! Und das Casino soll jetzt nicht erzählen, dass ihr Angebot in Österreich legal ist! Die Rechtssprechung und alle damit verbundenen Urteile der letzten Jahre sind eindeutig! Mir selbst ist vollkommen bewusst, dass es illegal ist, aber die Sucht ist manchmal stärker als der Verstand/Wille! Und Casinos wie Happyspins die die Konten nicht sperren und dies skrupellos ausnutzen müssen zur Rechenschaft gezogen werden! Ich erwarte mir eine Rückerstattung meiner heute getätigten Einzahlungen und eine lebenslange Sperre meines Kontos! Sollte es hier durch Vermittlung von Urlaubsguru zu keiner Einigung kommen, werde ich den Rechtsweg bestreiten!

Dear Ares1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

"Do you need to take a break from gambling?

If you feel you need a break from playing even after seeking help from the support sources provided (above), then please use this link.

We recommend suspending your account for a period of 7 days, to give yourself a healthy period of time to recuperate (you cannot deposit if an account is suspended). Your account is suspended manually by our customer support, so make sure you contact them after 7 days in order to reactivate your account."

Is this the tool that you have used to freeze your account? It is a very easy and reliable tool that helps you instantly to block your account.

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

Screenshot was posted here! Everyone is welcome to see how the casino deals with permanent bans! I used the cool-off variant, but this is only limited to a few months and makes little sense in the event of a game problem! Because then at some point the email will come that the account will be opened again, and this will give you a new trigger/impulse to play! So I emailed the casino asking for a permanent ban! The casino is corrupt and doesn't obey the law! How else to explain to me that the company offers and promotes illegal gambling in my country? The casino will not compensate me for the losses caused by the refused ban (at least not without a complaint)! However, I expect that happyspins will stop illegal gambling in my country!!!

Screenshot wurde hier gepostet! Kann ja gerne jeder sehen, wie das Casino mit dauerhaften Sperren umgeht! Die Cool-Off Variante wurde von mir genutzt, diese ist aber nur auf einige Monate beschränkt und wenig sinnvoll bei einem Spielproblem! Weil dann irgendwann die Email kommt, dass das Konto wieder geöffnet wird, und man dadurch einen erneuten Auslöser/Impuls fürs Spielen gesetzt wird! Daher habe ich das Casino per Email zur dauerhaften Sperre aufgefordert! Das Casino ist korrupt und hält sich nicht an Gesetze! Wie sonst kann man mir erklären, dass das Unternehmen illegales Glücksspiel in meinem Land anbietet und fördert? Das Casino wird mich für die Verluste durch die verweigerte Sperre nicht entschädigen (zumindest nichts ohne Klage)! Ich erwarte mir aber dass illegales Glücksspiel in meinem Land von happyspins eingestellt wird!!!

Could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

Dear Ares1981,

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 have already posted a screenshot here asking the casino to permanently ban my casino! According to lawyers, such a block is equivalent to self-exclusion! A casino that offers illegal gambling, and thus ignores the law of the respective country, of course ignores requests to be banned! Curacao casinos are known for their corrupt activities! You never have to look at all the complaints here! Then you know which licensor is a problem here! Cuaracao!

Ich habe bereits einen Screenshot hier gepostet, indem ich das Casino auffordere mein Casino dauerhaft zu sperren! Eine solche Sperre kommt laut Juristen einem Selbstausschluss gleich! Ein Casino das illegales Glücksspiel anbietet, und somit das Gesetz des jeweiligen Landes ignoriert, ignoriert natürlich Aufforderungen zur Sperre! Curacao Casinos sind doch für ihre korrupten Machenschaften bekannt! Man muss ja nie die ganzen Beschwerden hier mal ansehen! Dann weiß man welcher Lizenzgeber hier ein Problem ist! Cuaracao!

Dear Ares1981,

I haven't received any relevant communication between you and the casino that would prove satisfactory that you requested your account to be blocked due to a gambling problem. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings HappySpins Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@happyspins.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

That being said, I have complained that the casino refuses to pay out an account that has already been self-excluded (after asking several times!)!

Mal davon abgesehen, habe ich reklamiert, dass das Casino sich weigert, für ein bereits per Selbstausschluss geschlossenes Konto (nach mehreren auffordern!) die Auszahlung durchzuführen!

I'm sorry, but I have never received the abovementioned email. Could you please forward it to petronela.k@casino.guru at your earliest convenience? It is not visible on the posted screenshot to which email address it has been sent.

Dear Ares1981,

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.

Hello, the casino has now blocked my account this week!

Hallo, das Casino hat meinen Account diese Woche nun gesperrt!

Thank you, Ares1981, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Hello Petronela!

Yes can be closed! Thanks! It's a shame that casinos only react to public pressure!

Thanks for the help

LG

Hallo Petronela!

Ja kann geschlossen werden! Danke! Schade dass Casinos immer erst auf öffentlichen Druck hin reagieren!

Danke für die Hilfe

Lg

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ares1981, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru