Crypto-Games.io Casino - La richiesta di autoesclusione del giocatore viene ignorata.

Dear Casino Guru Team,

I've been trying to contact crypto-games.io's customer service for several days now. I've tried using the live chat at least 1000 times to get a response – unfortunately without any reaction whatsoever.

The reason for my contact was a self-exclusion due to gambling addiction. I wanted my account permanently blocked to protect myself from further losses. Since I received no response, I was able to continue gambling and lost more money, despite requesting the account to be blocked multiple times.

There is no reachable email address or other official contact option on the website. Therefore, I urgently request assistance from Casino Guru.

so that my account is blocked immediately,

and that my losses will be reviewed and refunded after my first blocking request.

I have saved screenshots of my chat attempts and deposits and can gladly provide them.

Sehr geehrtes Casino Guru Team,

ich versuche seit mehreren Tagen, mit dem Kundenservice von crypto-games.io Kontakt aufzunehmen. Ich habe über den Live-Chat bestimmt über 1000 Mal versucht, eine Antwort zu bekommen – leider ohne jegliche Reaktion.

Der Grund meines Kontakts war eine Selbstsperre wegen Spielsucht. Ich wollte, dass mein Konto dauerhaft gesperrt wird, um mich vor weiteren Verlusten zu schützen. Da keinerlei Rückmeldung kam, konnte ich weiter spielen und habe weiter Geld verloren, obwohl ich die Sperrung mehrfach verlangt habe.

Es gibt keine erreichbare E-Mail-Adresse oder andere offizielle Kontaktmöglichkeit auf der Website. Daher bitte ich Casino Guru dringend um Unterstützung,

damit mein Konto unverzüglich gesperrt wird,

und dass meine Verluste nach meiner ersten Sperranfrage überprüft und rückerstattet werden.

Ich habe Screenshots meiner Chatversuche und Einzahlungen gesichert und kann diese gern zur Verfügung stellen.

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 sebi1886,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crypto-Games.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected].
• Could you please advise when was the last time the casino allowed you to deposit?

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Dear sebi1886,

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.

The problem is still not resolved.

Problem ist immer noch nicht behoben

Dear sebi1886,

thank you for your emails.

• Could you please clarify whether you have sent any email requesting self exclusion? If so, could you please forward this email to me? My address is [email protected].
• Have you followed up on the conversation with a live support where you were advised that your self exclusion will be active only for 24 hours?

Looking forward to your reply,

Katarina

Dear sebi1886,

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,
Katarina
Casino.Guru