BetRepublic Casino - Аккаунт игрока не заблокирован.

Since a while I notified the casino that I feel my play goes out of control and they should block my account. There was never a reaction re this and if so they tried to keep me playing by offering cashback etc. since 3 days I claimed self exclusion and no reaction … I lost around €3,000 because of them not blocking my account and there are about €3,000 winnings which they keep oensing and not paying out. Thanks for your help. I habe evidence as email if you need this. Thanks. Gerald

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Engiman,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have read the casino's T&C's and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

To better understand the situation, please answer the following questions.

• When and how did you first request an account closure?
• Did you request an account closure to [email protected]?
• Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
• Please send forward all your account closure requests along with the casino's replies. Please forward the complete email threads containing your communication with the casino's customer support. Please do not send screenshots, but the original, uncropped email messages instead. My email address is [email protected].

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

Best regards,

Jean

Dear Engiman,

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,
Jean
Casino.Guru