Casinostars - La richiesta di assistenza del giocatore è in ritardo.

Hello,

So I closed this account some time ago because I am struggling with gambling addiction and 3 days ago I had a urge And I asked to the live support to open my account, and they did within 5 mins after making me answer 2 simple questions.

The result of that I lose 720e till the time I coulda control my urge.

I tryed to contact the live support to handle things not publicly they asked me to email the security.

I did, it’s been almost 4 days without any answer! Since I had Thomas from guru from my previous problem I CC him in the mail with the screenshots.

Can you please help me? I’m many countrys I’m already banned from casinos and I’m trying my best to don’t play.

Best Regards,

[Redacted]

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Dear ZePaivas,

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 Responsible Gaming policy and this is what I have found:

Self-Exclusion

Should you be unable to control your gambling and decide to make a much longer break you can to self-exclude for 6 months by clicking here

You will not be able to access your account during this period. The account may be reopened by sending us an email once the Self Exclusion has expired.

If you wish to Self-Exclude for a longer period please contact us via [email protected] or live chat

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

Update:

still no answer to this day..

ive multiple screenshoots of live chat agents just don’t caring about the issue.

to be clear the account was locked and they opened it in 1 minute of time.

Hello ZePaivas,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

i fully understand… but what i don’t understand is that i had 0 answer of the casino…

for a "high" security casino is very questionable

best regards

[Redacted]

Thank you for your reply. Could you please forward your communication with the casino, as well as your original self-exclusion request? You can reach me via email at [email protected], or you can post screenshots here. Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

Hello.

email has been send.

thanks

Thank you for your email. Could you please forward your original self-exclusion request as well? Additionally, do you currently still have access to your account?

Thank you for your patience and cooperation.

hello,

no I dont have that information but the account was locked to to my demand of self exclusion in the site… i chosed like a 2years time

no the account is now lockeed after i again tell them that i was self-excluded.

thanks

Thank you for your response. Could you please confirm the exact date of the last time you have accessed your casino account? Additionally, when was your last deposit?

Thank you in advance for your reply.