Martin Casino - プレイヤーが自己排除措置の適用に失敗した経験を持つ。

Dear Casino Guru Team,

I would like to submit a complaint regarding a failure of responsible gambling and self-exclusion enforcement by a casino operated under Galaktika N.V.

I self-excluded myself starting from 24 February as a responsible gambling measure. However, despite this exclusion, I was still able to continue gambling until yesterday by creating another account using a different email address.

All other personal information remained the same, including:

Full identity details

Bank account/payment methods

Personal data used for verification

This means the operator allowed continued gambling activity despite being able to identify that the accounts belonged to the same person.

In my opinion, this represents a serious failure of responsible gambling protections and KYC procedures. A self-exclusion should not be bypassed simply by registering with another email address while using the same identity and payment information.

I contacted complaints@galaktikanv.com directly and requested:

an investigation into the failure of the self-exclusion system;

clarification regarding whether the exclusion was applied only on account level instead of identity level;

information about measures they will take to prevent similar situations;

and a partial refund of losses incurred during the exclusion period.

I can provide supporting evidence, including:

self-exclusion confirmation;

account information;

bank statements showing deposits from 24 February until yesterday;

and all relevant communication with the operator.

At this moment, I am requesting Casino Guru’s assistance in reviewing the case and mediating this dispute.

Kind regards,

[Redacted]

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with Martin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Have passed the KYC verification on either one of your accounts?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila