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Good afternoon!

I am a problematic player, and I am going through difficulties, including at this casino. I've lost significant amounts and have already requested a self-exclusion of my account, which has not been carried out. I know I won't get my money back, but the casino should at least block the account, which has not been done so far. They should be held accountable for not taking even the minimal necessary actions!

Boa tarde!

Sou um jogador problemático, estou passando por dificuldades, inclusive nesse cassino, perde altos valores, já solicitei a auto exclusão da conta e não foi efetuada, sei que não vou ter o dinheiro de volta, mas o cassino deveria no mínimo bloquear a conta e até o momento não foi efetuado, no mínimo deveriam ser punidos, pois o mínimo não fazem!

Dear Silvab,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you submit the self-exclusion request?
• Could you please forward your self-exclusion request to dominika.l@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hello!

Have you sent us a message saying that you want to block your account due to gaming addiction? If so, please send us a screenshot of that message so we can investigate the situation.

We can also block your account via this forum, just indicate the blocking period.

Olá!

Você nos enviou uma mensagem dizendo que deseja bloquear sua conta devido à dependência de jogos? Se sim, por favor, envie-nos uma captura de tela dessa mensagem para que possamos investigar a situação.

Também podemos bloquear sua conta através deste fórum, basta indicar o período de bloqueio.

Good morning!

I apologize for the inconvenience, first the request was sent from an email that was not the one registered on the platform so it was not accepted, I received an email from the account manager and he was answered to block the account, I tried again to block and I did not get an answer and it remains released.

As they didn't answer some of my questions and also the difference in values. The credit card deposits have been contested.

I'm waiting to hear back from the bank that issued the card.

If you'd like to see the e-mail exchanges and if you're interested in the chargebacks, I can send them to you by e-mail.

I'm embarrassed to send prints here, as there's some information I wouldn't want to share and from what I've seen it's attached to the image and made public.

Please let me know your e-mail address.

Bom dia!

Peço desculpas pelo transtorno, primeiro a solicitação foi enviada de um e-mail que não era o cadastrado na plataforma então não foi aceita, recebi um e-mail do gerente de contas e foi respondido para ele bloquear a conta, tentei novamente o bloqueio e não obtive resposta e a mesma continua liberada.

Como não responderam referente a alguns questionamentos e também a divergência de valores. Os depósitos efetuados no cartão de crédito foram contestados.

Estou aguardo um retorno do banco emissor do cartão.

Caso queira as trocas de e-mails e também de interesse no caso dos estornos, posso te enviar por e-mail.

Fico envergonhado em mandar prints por aqui, pois tem algumas informações que não gostaria de compartilhar e pelo que vi anexa a imagem e fica pública.

Me informe o e-mail por favor.

Hello!

Could you please send an email to moderation@pin-up.casino?

Also, please let us know if you still wish to block your account and for how long.

Good afternoon!

E-mail sent.

Thank you!

Boa tarde!

E-mail enviado.

Obrigado!

Hello!

We have noticed that all requests to block the account were sent from an email address not associated with the account. Unfortunately, we did not receive any emails from the registered email address, nor did we receive the required photo with the account in the background, which we need to verify and block the account when sending an email from an email not associated with the account.

We suggest that you continue blocking the account through this forum. If you agree, please indicate the period for which you want the account to be blocked. Or have you decided not to proceed with the block?

I don't understand, because the e-mail associated with the account is the same as the one I sent the e-mail to, so much so that I received your e-mail from it, how can it not be associated? Each time there's a story, if I've already talked about the block and yes I've already sent the registered e-mail, I repeat that yes it is the registered e-mail. Look, you guys are terrible, you even make it difficult to block, I even sent the manager the same e-mail I sent you and it's not associated, really, you're a bunch of liars and deceivers, honestly I'm tired of you, you don't block because you really want people to screw themselves, deceitful liars. The good thing is that the harder you make it, the better my chances are of getting a chargeback. Do what you want, I've asked you several times.

Não entendi, pois o e-mail associado a conta é o mesmo que mandei o e-mail sim, tanto que recebi o e-mail de vocês por ele, como não é associado? Cada vez uma história, se já falei do bloqueio e sim já enviei do e-mail cadastrado, repito que sim é o e-mail cadastrado. Olha na boa, vocês são péssimos dificultam até o bloqueio, mandei até para o gerente do mesmo e-mail que mandei para vocês e não está associado, na boa vocês são um bando de mentirosos e enganadores, sinceramente estou é cansado de vocês, não bloqueiam porque realmente querem que as pessoas se lixem, mentirosos enganadores. Cansei o bom é que quanto mais dificultam aumentam minhas chances no nos estornos. Façam o que quiserem já solicitei por diversas vezes.

Look how they didn't get it

From the same account registered in the casino, and not just once, I sent it several times, how did I answer the welcome email sent from Oliver? It's clear that you're not interested in anything, not even in blocking an account, but to say that you didn't receive a request is just too stupid.

Olha aí como não receberam

Da mesma conta cadastrada no cassino, e não foi só uma vez enviei várias vezes, como respondi o email de boas vindas enviado de Oliver? Tá claro que vocês não estão interessados em nada, nem em bloquear uma conta, agora falar que não teve solicitação já é cara de pau demais.

Hello!

We are providing you with a screenshot showing how our specialists responded to the email that was sent from an address not registered in the account, and confirmed the correct course of action in such cases.

Additionally, please provide a direct response on whether you require the account to be blocked and for how long, if you do indeed want the account to be blocked.

It's impossible to deal with you guys, you play the misunderstood, you're a joke, I've already said I want to block, I sent an email to Oliver who says he's a manager for almost a month and you come up with an email that was the entire one to be sent, you're terrible, I've already said and sent more than 4 emails requesting the block, I even sent an email to the email you yourself asked me to send and you come up with this. Horrible, terrible, block the account. If the complaint is about this and several emails have been sent, what's the problem with blocking it?

Impossível lidar com vocês se fazem de desentendidos, vocês são uma piada, já falei que quero bloquear, mandei e-mail para Oliver que se diz gerente a quase um mês e me vem com um e-mail que foi o inteiro a ser enviado, vocês sao péssimos, já falei e enviei mais de 4 emails solicitando o bloqueio inclusive mandei e-mail para o e-mail que você mesmo pediu para enviar e me vem com essa. Horríveis, péssimos, bloqueia a conta. Se a reclamação e sobre isso e foi enviado vários emails qual a dificuldade de bloquear.

Dear Silvab,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.