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Hello,

I'm writing here in German. I saw there's a translator function. I hope that's okay. But I can also write in English. Unfortunately, I've completely lost control over the last few days and weeks. I've lost about €7,000. Now I'm sitting here, completely exhausted and at my wit's end. I'm completely depressed, and I'm feeling really bad.

What happened?

I started at Robocat Casino, where I deposited "only" a few hundred euros. I then had myself blocked. It was very difficult and took a long time, but it worked. Then I signed up with Legiano. The two casinos belong together, right? (Rabidi Nv). I deposited a lot of money there. I asked several times for an account closure and a self-exclusion. I addressed my gambling addiction and problematic behavior via email and live chat, and that I wanted to be blocked. My requests were always avoided, ignored, or I received messages from a VIP manager. Sometimes I received a response, and here they asked for confirmation of my blocking. Even after I confirmed the blocking, my account was not closed/blocked. My blocking requests via live chat were always ignored, and they referred me to email blocking. I was always told that I wanted to be blocked due to problems and gambling addiction. Sometimes my requests were answered in a different language (why?). Some of my blocking requests were answered with bonuses or other offers. I find this very dubious. Do I have a chance of getting a refund? Are there any moderators here who have contact with the casino and can help me?

Thank you very much if anyone can help me here!

Hallo,

ich schreibe hier jetzt auf Deutsch, ich habe gesehen dass es eine Übersetzer-Funktion gibt. Ich hoffe das ist in Ordung. Ich kann aber auch auf Englisch ausweichen. Ich habe die letzten Tage und Wochen leider einen kompletten Kontrollverlust hinter mir. Ich habe ca 7000€ verloren. Nun sitze ich hier und bin wirklich fertig und am Ende. Ich bin komplett demprimiert und mir geht es sehr schlecht.

Was ist passiert?

Angefangen habe ich bei Robocat Casino, hier habe ich,, nur" wenige hunderte Euro eingezahlt. Ich habe mich dann sperren lassen. Das war sehr schwierig und es hat lange gedauert aber es hat funktioniert. Dann habe ich mich bei Legiano angemeldet. Die beiden Casinos gehören zusammen oder? (Rabidi Nv). Hier habe ich sehr viel Geld eingezahlt. Ich habe mehrfach um eine Kontoschließung und um einen Selbstausschuss gebeten. Ich habe per Email und im Livechat meine Spielsucht und mein problematisches Verhalten angesprochen und dass ich gesperrt werden möchte. Meinen Anfragen wurde immer aus dem Weg gegangen, sie wurden ignoriert oder ich habe Nachrichten von einem Vip-Manager bekommen. Teilweise habe ich Rückmeldung bekommen und hier wurde nach einer Bestätigung meiner Sperrung gefragt. Selbst nachdem ich die Sperrung bestätigt habe wurde mein Konto nicht geschlossen/gesperrt. Meine Sperranfragen per Live Chat wurden immer ignoriert und es wurde auf Email Sperrung verwiesen. Von meiner Seite aus wurde immer gesagt dass ich mich aufgrund von Problemen und Spielsucht sperren lassen möchte. Teilweise wurde auf meine Anfragen in einer anderen Sprache geantwortet (warum?). Meine Sperranfragen wurden teilweise auch mit Bonis oder sonstigen Dingen beantwortet. Das ist für mich sehr unseriös. Habe ich hier eine Chance auf Rückerstattung? Gibt es hier Moderatoren die Kontakt zum Casino haben und mir helfen können?

Vielen Dank falls mir hier jemand helfen kann! 

Hello, I believe the translator works well; don't worry about that.

I'm sorry to see what you have been through, and I won't pretend I know how you must feel. At least I will do my best to help cover the self-exclusion in casinos for you.

The way I see it, a refund will, however, not overcome possible relapses. Are you seeking a therapist or need contact, perhaps? Consult this search tool. 👈

A quick contact - just in case:

+49 6131 177 381

First of all, there is no general way to self-exclude everywhere so the best approach to effectively self-exclude is by asking for support and following advice in every specific casino - always state you are addicted - that's super important.

Sometimes, you need to send an email request to a specific email; sometimes the support can go through that immediately; in some cases, the KYC needs to be fulfilled, or you may also come across different scenarios. It just depends on the casino, the current situation, and its terms.

However, the casino should take immediate action and avoid any unnecessary delays, bonus offers, or small talk if any player expresses the problem clearly. Your experience has been different, in my opinion. 🙁

If the casino failed to address your self-exclusion request properly, a refund may be a fair solution. Have you kept screenshots of such requests and communication - emails, chats, anything available? Normally, I would strongly suggest filing a complaint against the casinos, though I imagine it must be difficult to deal with the topic, so let me know if it is ok for you to undergo such form of investigation

Hello,

Thank you very much for your feedback and the time you took. I have already filed a complaint. I have also sought help for the time being and talked to a friend about what happened. I have only retained some of the evidence. However, I have requested a copy of my past live chats.

Hallo,

vielen Dank für ihre Rückmeldung und die ihre Zeit die sie sich genommen haben. Ich habe bereits eine Beschwerde eingereicht. Ich habe mir vorerst auch Hilfe gesucht und habe mit einem Freund über das Geschehene gesprochen. Ich habe nur teilweise Beweise aufbewahrt. Ich habe allerdings noch meine vergangenen Livechats als Kopie angefordert.

Hey,

I hope you are doing ok.

First of all well done on admitting that you have problems with controlling your gambling. This is the first step that you need to see before you can break free from it.

Can you explain a bit more about any steps you have taken to block access to these gambling sites.

You need to put space between you and these casinos.

Stay safe,

Charlie

Hello,

glad to help; I hope you're hanging on.

I truly think you have nothing to risk with a complaint, and I'm glad you take that step. Based on my experiences, the chat logs or other sorts of evidence are essential for fair resolution; hence, good job trying to get those from the casino. We shall see what comes next.

If I may, I would also like to know a bit more about any steps you have taken to block access to these gambling sites. So, if you feel like talking, go ahead, please.

Just for you to know, the forum is going to be under less observation in the upcoming days because we are going to team building, but I'll do my best to catch up with you.

More importantly, it's great you have such a friend around!

Good evening,

Yes, I definitely have proof. I've requested the live chats to have even more evidence. I hope a fair settlement can be reached between me and Legiano Casino. My account has since been closed. The casino informed me of this in my complaint. I'm clearer in my head and can think more clearly. I'm trying to distract myself at the moment. My hobbies are helping me a bit with that.

Unfortunately, I didn't fully understand your question. Would you like to know how I distance myself from the topic of gambling in general, or would you like to know how I wanted to get myself banned from Legiano and what I did to achieve this?

Team building? That sounds exciting! Do you also do team building tasks and games? I've done that before, and it was really exciting and great. I hope you all have fun and enjoy working together.

Thank you very much and have a nice evening!

Guten Abend,

ja, Beweise habe ich defenitiv. Ich habe die Livechats angefordert um noch mehr Beweise zu haben. Ich hoffe es kommt zu einer fairen Einigung zwischen mir und dem Legiano Casino. Mein Account ist mittlerweile geschlossen worden. Das hat das Casino mir in meiner Beschwerde mitgeteilt. Ich bin wieder klarer im Kopf und kann klarer Denken. Ich versuche mich derzeit abzulenken. Meine Hobbys helfen mir dabei zurzeit etwas.

Ich habe ihre Frage leider nicht ganz verstanden, möchten sie von mir wissen wie ich mich allgemein vom Thema Glücksspiel distanziere oder möchten sie von mir wissen, wie ich mich bei Legiano sperren lassen wollte und was ich dafür alles getan habe?

Teambuilding? Das klingt spannend! Macht ihr auch Teambuilding Aufgaben und Spiele? Das habe ich auch schon gemacht und das war wirklich spannend und toll. Ich wünsche euch viel Spaß und gutes Zusammenarbeiten.

Vielen Dank und schönen Abend noch!

Good day to you

It's wonderful to hear you're feeling better! Furthermore, the evidence and associated development of the whole case is another piece of good news.

Charlie and I were curious about how you planned to avoid casinos. I mean, your post was quite urgent and despite the fact that I hate to say that aloud, the problem may come back occasionally. Well, I imagine how it sounds, but you know that once you experience it, precautions may help you later.

For now, let's just say I'll be around if you want to discuss safer gambling— no pressure, just possibilities.

Well, when it comes to the team building, this one is especially for me about working sessions and good food. 🙂 However, we regularly attend the Casino Guru Games, which focus entirely on team-based activities and games. The last time, I was so exhausted I could not walk the last day.

Thank you too and enjoy the day, stay positive.

Hello,

I'm doing my best to resist the urge to gamble. I've been blocked from Oasis in Germany for a while now. Once I've closed this case, I'll take care of excluding myself from all online providers. I see things are moving forward, and that's good! Now I just need to continue with my complaint, and then things will improve financially as well.

Can you see my complaint?

Greetings

Hallo,

ich gebe mein bestes um dem Drang nicht nachzugehen zu spielen. In Deutschland bin ich schon länger über Oasis gesperrt. Wenn ich diesen Fall hier abgeschlossen habe werde ich mich darum kümmern, mich überall im Internet bei allen Anbietern auszuschließen. Ich sehe es geht voran und das tut gut! Jetzt muss das mit meiner Beschwerde nurnoch weitergehen und dann wird es auch von der finanziellen Seite aus besser werden.

Haben sie Einsicht in meine Beschwerde?

Grüße

Hello!

Every minute you resist is a victory! Perhaps turning off the phone/tablet/pc and taking a walk when you feel stressed out might help a bit... It sometimes works for me.

Alternatively, try to calm down with the Droodles - link here 👈👈 It is not supposed to be about the score but about resetting the urge and mental presence to a calmer level.

I also see the complaint moving in a positive direction, so I hope it won't take long!

If you don't mind, I'd like to share a tool we've been working on since excluding from all casinos is not that easy, and I imagine keeping up the list might be handy:

The Self-Exclusion Assistance Tool 👈

Tell me how you are doing or let me know about any complaint progress I might have overlooked. 🙏

Hello Radka,

Thanks for providing the links. I've already looked at them. But I still prefer to calm myself down by going outside or being distracted by friends.

Unfortunately, I haven't heard anything about my complaint, and Casino Guru is still pending a response. I sent all the necessary information. Did I miss something, or do I need to do something? Could you please ask for me? Sorry if I'm putting pressure on you, but I really want to get away from this topic as quickly as possible for now and take care of myself. I also have a lot to do personally, and that's not making things easy at the moment.

I would really be very grateful to you

Greetings and have a nice day 🙂

Hallo Radka,

danke für das bereitstellen der Links, ich habe sie mir schon angeschaut. Zur Beruhigung nutze ich aber immer noch am liebsten das rausgehen oder die Ablenkung durch Freunde.

Ich hab leider nichts mehr von meiner Beschwerde gehört und die Antwort von Casino Guru steht auch noch offen. Ich habe alle nötigen Infos geschickt. Habe ich etwas vergessen oder muss ich etwas machen? Könntest du für mich mal nachfragen bitte? Sorry falls ich hier Druck mache, aber ich möchte mich eigentlich schnellstmöglich von diesem Thema für das erste entfernen und mich um mich kümmern. Ich habe auch privat viel zu tun und das macht es zurzeit nicht sehr leicht.

Ich wäre dir wirklich sehr dankbar

Grüße und schönen Tag 🙂

But I forgot to mention the most important thing: I've remained gambling-free so far. The thoughts are definitely there, but I've remained steadfast. However, the topic of gambling is still very present. I even had to take action and change my email and social media because my algorithm frequently confronts me with this topic.

Aber das wichtigste habe ich vergessen zu sagen, ich bin bis jetzt Spielfrei geblieben. Die Gedanken sind defenetiv da aber ich bin standhaft geblieben. Allerdings ist das Thema Glücksspiel noch sehr präsent. Ich musste sogar Maßnahmen ergreifen und meine Email tauschen und meine Social Media ändern da mein Algorithmus mich viel mit diesem Thema konfrontiert.

Hold on! You're doing great! Your decision to cut off all channels is commendable; this is indeed one of the most unpleasant aspects of social media. I will write down a reminder for the other players who are in comparable circumstances. I sincerely appreciate everything you have done, and I am hoping you will overcome the compulsion as much as possible.

Hello Samsam213!

Well, I wish the process would be much smoother, but do you remember me saying it usually takes some time? It does. Each party involved has a 7-day time frame. Perhaps this description helps:

"Each involved party (you, the casino, or the Casino Guru team) has seven days to respond when they are required to do so to move the complaint forward. When this period elapses without a response, we usually choose to prolong the time limit by another seven days.

As the successful resolution of a complaint often takes a lot of communication between all three parties, the total time can add up. The average time it takes to close successfully-resolved complaints is roughly 21 days from the date they were submitted, but again, this varies a lot from one complaint to another."

However, it appears that you have made progress and reached an agreement. Could you kindly let me know once you receive the refund, please?

Wish you an easy day - free of struggling! ✨