Magius 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。

I have already asked several times in chat and by email to have my account blocked due to gambling addiction, but unfortunately so far to no avail. In that time I have lost more than €8,000. This is obviously a player's addiction being exploited. This has nothing to do with "responsible gaming".

Ich habe bereits mehrfach im chat und per email darum gebeten mein Konto aufgrund von Spielsucht zu sperren, bisher leider vergeblich. In der Zeit habe ich mehr als 8000€ verloren. Hier wird offensichtlich die Sucht eines Spielers ausgenutzt. Das hat nichts mit „verantwortungsvollen spielen" zu tun.

Dear sebastian12,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear sebastian12,

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.