Tumblewins Casino - La richiesta di eliminazione dell'account del giocatore viene ignorata.

I requested the immediate deletion of my account on 31.08.2024 because I suffer from compulsive gambling addiction. The casino has not responded to a total of 5 emails, and a live chat is not available. I urgently need assistance.

Ich habe bereits am 31.08.2024 um die sofortige Löschung meines Kontos gebeten, da ich unter krankhafter Spielsucht leide. Auf insgesamt 5 Emails hat das casino bisher nicht reagiert und ein livechat ist nicht verfügbar. Ich bitte um Hilfe

Hello charlie6311,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tumblewins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you request it through e-mail support or live chat? When was the last time you spoke to the casino and what was it about?

Can you please forward the request you sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hello and thank you for the quick help. My account has not yet been verified because I decided to delete it due to my illness. Theoretically, I have NEVER had any contact with the casino. The casino has not yet responded to my 5 emails (the last on September 3rd, 2024) and live chat is not available. I am enclosing the relevant emails and proof of my payments. Thank you

Hallo und danke für die schnelle Hilfe. Mein Konto wurde noch nicht verifiziert, da ich mich aufgrund meiner Erkrankung für die Löschung des Kontos entschieden habe. Theoretisch hatte ich mit dem casino noch NIE Kontakt. Auf meine 5 Emails (die letzten am 03.09.2024) hat das casino bisher in keiner Weise reagiert und ein livechat ist nicht verfügbar. In der Anlage sende ich Ihnen die entsprechenden Mails sowie den Nachweis über meine Zahlungen. Danke

I am happy to provide you with further information at any time. Thank you

Für weitere Informationen stehe ich Ihnen jederzeit gerne zur Verfügung. Danke

Hello charlie6311,

Thank you for the screenshots provided. However, in this state, we can't see it as relevant evidence as it is not visible who the receiver was.

Would it be possible to forward the e-mails sent directly to the casino to nikolas.b@casino.guru (or upload screenshots showing who was the e-mails sent to)?

Looking forward to your answer.

Regards,

Nick

Hello and good day, I noticed this problem myself yesterday. That is why I sent the five emails again to sent. This time the recipient is definitely identifiable.

Thank you very much

Hallo und guten Tag, dieses Problem ist mir gestern selbst aufgefallen. Darum habe ich die fünf Mails noch einmal an nikolas.b@casino.guru verschickt. Dieses Mal ist der Empfänger definitiv erkennbar.

Dankeschön

I have just asked the casino for the 6th time to delete my account due to my illness. I also sent this email to forwarded. Thank you

Ich habe gerade das casino zum 6. Mal aufgefordert, mein Konto aufgrund meiner Erkrankung zu löschen. Diese Mail habe ich auch an nikolas.b@casino.guru weitergeleitet. Danke

Hello, I sent another email to the casino today and a screenshot to forwarded.

The casino has not yet responded. Almost two weeks have passed since my first email. I am demanding a refund of the sum of 299 euros that I have proven to have paid.

The casino is acting completely irresponsibly and is deliberately delaying the closure of the account, thereby unscrupulously exploiting my illness.

Thanks

Guten Tag, ich habe heute eine weitere Mail an das casino geschickt und einen Screenshot an nikolas.b@casino.guru weitergeleitet.

Bisher hat das casino noch nicht reagiert. Seit meiner ersten Mail sind mittlerweile fast 2 Wochen vergangen. Ich fordere die nachweislich gezahlte Summe in Höhe von 299 Euro zurück.

Das casino agiert komplett unverantwortlich und zögert die Schließung des Kontos vorsätzlich hinaus und nutzt damit meine Erkrankung skrupellos aus.

Danke

Dear charlie6311,

Thank you for providing the more detailed emails regarding your case. I appreciate the time and effort you’ve taken to share this information with us. I will now forward your complaint to my colleague Michal (michal.v@casino.guru), who will be assisting you from this point onward.

He will review the details carefully and work with you to help resolve the matter. I wish you the very best of luck in reaching a satisfactory outcome.

Kind regards,

Nick

Hello charlie6311,

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 Tumblewins Casino,

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

Thank you in advance.

Respectfully,

Michal

Hello and thank you for this information. I hope that an agreement will be reached soon and that the casino will cooperate.

Thanks Nick

Hallo und vielen Dank für diese Information. Ich hoffe, dass es bald zu einer Einigung kommt und das casino kooperieren wird.

Danke Nick

Hello Michal, since I suffer from gambling addiction, I have asked the casino 7 times by email since August 31, 2024 to delete my account. So far, unfortunately, without any success. Unfortunately, the illness also led to me making deposits of 299 euros after August 31, 2024 (proof is available). Since the casino knew that I was suffering from gambling addiction, I accuse the casino of intentionally delaying the transaction in order to exploit my illness.

I am available at any time for further information.

Thank you and kind regards from Austria

Hallo Michal, da ich an krankhaft und Spielsucht leide, habe ich seit dem 31.08.2024 beim casino bisher 7x per Mail um die Löschung meines Kontos gebeten. Bisher leider ohne jeden Erfolg. Die Krankheit führte leider auch dazu, dass ich nach dem 31.08.2024 noch Einzahlungen in Höhe von 299 Euro getätigt habe (Nachweise liegen vor). Da dem casino bekannt war, dass ich an Spielsucht erkrankt bin, werfe ich dem casino eine vorsätzliche Verzögerung zur Ausnutzung meiner Krankheit vor.

Für weitere Informationen stehe ich jederzeit gerne zur Verfügung.

Danke und freundliche Grüße aus Österreich

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.

Thanks, but I assume that the casino doesn't care at all and will continue to ignore all messages and requests. The unscrupulous operators make money either way.

Thanks

Danke, aber ich gehe davon von aus, dass das dem casino komplett egal ist und sie weiterhin alle Nachrichten und Anfragen ignorieren werden. Die skrupellosen Betreiber verdienen so oder so.

Danke

Dear charlie6311,

I am trying to reach the casino outside of this thread, that's why I am setting another timer. I will let you know with any updates that there might be. Your patience is greatly appreciated.

Thank you for your efforts. I have sent the casino 3 more emails - to no avail - and my account has still not been closed.

Thank you very much

Ich bedanke mich für Ihre Bemühungen. Ich habe dem Casino 3 weitere Mails geschickt - ohne Erfolg - und mein Konto wurde immer noch nicht geschlossen.

Dankeschön

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V