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For over a month now, I've been trying to get my account closed. I keep facing losses and can't even get close to €50 with any deposit, even though I've deposited a total of €800.

Whenever I contact Live Chat, they constantly refer me to an email address where I’m supposed to get help. I've reached out to that email over a hundred times, only to be redirected to another email address from which I never receive any response! This casino is absolutely unreliable and should be banned!!! There is no player protection here whatsoever!!! I want my account to be closed immediately!!!

Ich versuche seit über einem Monat mein Konto dort sperren zu lassen. Ich habe nurnoch Verluste und komme mit keiner einzigen Einzahlung nichtmal annähernd über 50€ und das seit 800€ Einzahlungen.

Über den Live Chat werde ich ständig an eine Mail weitergeleitet bei der ich mich melden soll, das habe ich schon 100 mal getan und von dieser Mail wurde ich wieder an eine andere Mail geleitet, von der dann garkeine Antwort mehr kommt! Dieses Casino ist zu 100% unseriös und sollte verboten sein!!! Spielerschutz ist hier garnicht vorhanden!!! Ich möchte das mein Konto endlich gesperrt wird!!!

Dear BastiRS5,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I sent the email with the news.

Ich habe die Mail mit den Nachrichten geschickt.

Thank you for your reply, BastiRS5. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to cooperate with the casino and provide answers to their questions so they can close your account accordingly

Other option is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

I have already told the casino that I am addicted to gambling and want my account blocked. Every time they come up with a new 'excuse'.

Ich habe bereits dem Casino schon gesagt das ich Spielsüchtig bin und möchte das mein Konto gesperrt wird. Jedes Mal kommen die mit einer neuen ‚Ausrede‘.

On Friday I wrote what felt like the hundredth email asking them to block my account. This casino is the only casino that hasn't blocked me yet because they simply don't allow it.

To date, I still haven't received a response and nothing has happened. I'm addicted to gambling and I just want my account to be blocked because I stupidly keep depositing something. This casino has zero player protection!!

Am Freitag habe ich die gefühlt hundertste Mail geschrieben mit der Bitte mein Konto zu sperren. Dieses Casino ist das einzige Casino, wo ich mich noch nicht sperren lassen habe, weil sie es einfach nicht zulassen.

Bis heute habe ich immernoch keine Antwort erhalten und es hat sich nichts getan. Ich bin spielsüchtig und möchte einfach nur das mein Konto dort endlich gesperrt, weil ich dämlicherweise immer mal wieder etwas einzahle. Dieses Casino hat null Spielerschutz!!

BastiRS5, if you have a message in which you informed the casino about your gambling problem clearly, please forward it to me.

I told the casino this at least 20 times after they asked for a reason each time in the chat. On Friday I wrote it again by email. I sent the email to you.

Das habe ich dem Casino nachdem sie jedes Mal im Chat nach einem Grund gefragt haben schon mindestens 20 mal gesagt. Freitag habe ich es nochmals per Mail geschrieben. Die Mail habe ich Ihnen geschickt.

Could you please send these messages as an attachment (not screenshots)? Do you still have access to your casino account?

Dear BastiRS5,

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.

My account was blocked, but only for 1 month even though I asked for it to be blocked permanently.

Mein Konto wurde gesperrt, allerdings nur 1 Monat obwohl ich um permanente Sperrung gebeten habe.

Did the casino inform you that your account was closed only for a month?

Yes, they wrote me an email with these words:

Dear Mr Sebastian,

This email serves as confirmation of your self-exclusion request. We have successfully excluded your account and this exclusion will remain in effect for 30 days.

Ja, sie haben mir eine Mail mit diesen Worten geschrieben:

Sehr geehrter Herr Sebastian,

diese E-Mail dient als Bestätigung für Ihren Antrag auf Selbstausschluss. Wir haben Ihr Konto erfolgreich ausgeschlossen, und dieser Ausschluss bleibt für 30 Tage gültig.

Please forward me this email.

Dear BastiRS5,

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 forwarded the email to you immediately after requesting it.

Ich habe die Mail bereits direkt nach Anforderung an sie weitergeleitet.

Thank you very much, BastiRS5, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello BastiRS5,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Olympusbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

When the player initially contacted us, his request remained unclear. Our team repeatedly tried to find out the reason for his account closure request, but they couldn’t get a clearly specified one, hence, he was redirected to a dedicated department which does not deal with such cases as the one we are currently discussing.

Once the player informed us of the reason behind the decision, our relevant team redirected him to submit a proper self-exclusion request to our specified email address, where it was reviewed and handled in accordance with our Terms and Conditions. 

When it comes to the duration of the account closure, we can inform you that the account is closed, and it will remain so.

Regards,

OlympusBet Casino

Dear Olympusbet Casino,

Can you tell me when exactly you received a properly formatted self-exclusion request and when you successfully closed the player's account?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The player submitted a self-exclusion request on the 15th of August and it was processed on the 28th of August, which falls within the specified processing period for such request according to our Terms and Conditions.

Regards,

OlympusBet Casino

Dear BastiRS5,

The casino confirmed that your account is permanently closed. Do you consider this complaint as resolved?

The casino's data doesn't quite match, it took a while. But yes, solved. Thanks

Die Daten von dem Casino passen nicht so ganz, es hat länger gedauert. Aber ja, gelöst. Danke

Dear BastiRS5,

The casino should definitely improve its self-exclusion process in the future, as the timeframe for the whole process was too long. However, we're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V, Casino.Guru