Happy Hugo Casino - 自己排除のリクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

Hello, I have repeatedly requested the closure of my account due to gambling addiction.

The account was never closed and I continued to lose a lot of money.

The casino refuses to refund my deposits.

Hallo ich habe mehrmals um die Schließung des Kontos gebeten wegen spielsucht .

Das Konto wurde nie geschlossen jnd ich hab weiter sehr viel Geld verloren .

Das casino weigert sich die Einzahlungen zurück erstatten .

Dear boschcindy2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you inform the casino about your gambling problem for the first time?
• Do I understand correctly that you still have access to your casino account?

Additionally, please forward all your self-exclusion requests and any other relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear boschcindy2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.