영구 자체 배제 후 재활성화

Good morning, my doubt is the following.

I was reactivated after permanent self-exclusion without having requested it. However, the 6-month deadline had elapsed.

Is it possible to remove a self-exclusion without the player requesting it?

Since reactivation is also transversal, I'm trying to understand which site reactivated me, but everyone tells me it was done on another platform. I am registered on the main Italian AAMS sites

Any similar experiences?

Buongiorno, il mio dubbio è il seguente.

Ho avuto la riattivazione dopo autoesclusione permanente senza averne fatto richiesta. I termini dei 6 mesi erano comunque trascorsi.

È consentito rimuovere un autoesclusione senza che il giocatore ne faccia richiesta?

Siccome anche la riattivazione è trasversale sto cercando di capire quale sito mi ha riattivato, ma tutti mi dicono che è stato fatto su altra piattaforma. Sono iscritto ai principali siti aams italiani

Qualche esperienza simile?

Good morning. May I ask which casino in particular has reactivated your account, please? In my opinion, this should never happen if you have requested a permanent self-exclusion at the casino or even at the sister casinos.🤷‍♀️

If you feel that you need our complaint team to intervene, please let us know and we will try to help you with this situation. We'll wait for your reply here.

Good morning Romi, this is exactly the point, I'm not sure who did it.

Let me explain better, having spoken with the assistance of many sites. Everyone agrees on the start date of the self-exclusion (11-15-2021) and its end (September 2022) but everyone tells me that the request was made to another dealer.

Only one site (bwin) told me that they ended their self-exclusion on 05-16-2022 (exactly 6 months after it started) but I don't have proof that it was them and they don't want to send me evidence. The complication is that I no longer access the email address I had associated with the accounts

As I was saying, all other sites agree with the end of self-exclusion in September 2022

I think the first step is to understand (perhaps from adm?) who terminated my self-exclusion, or ask Bwin for a trace of my revocation request which I am sure I did not do though

Thanks again

Buongiorno Romi, il punto è proprio questo, non sono certo di chi sia stato.

Mi spiego meglio, avendo parlato con l'assistenza di molti siti. Tutti concordano sulla data di inizio dell'autoesclusione (15-11-2021) e sulla relativa fine (settembre 2022) ma tutti mi dicono che la richiesta sia stata fatta su altro concessionario.

Solo un sito (bwin) mi ha detto di aver terminato loro lautoesclusione il 16-05-2022 (6 mesi esatti dopo l'inizio) ma non ho le prove siano stati loro e loro non vogliono mandarmi evidenze. La complicazione è che non accedo più alla mail che avevo associata ai conti

Come dicevo, tutti gli altri siti concordano con la fine dell'auotesclusione a settembre 2022

Il primo passo penso sia capire (forse da adm?) chi ha terminato la mia autoesclusione, oppure chiedere a Bwin traccia della mia richiesta di revoca che sono certo però di non aver fatto

Grazie ancora

As far as the Complaints team is concerned, absolutely yes

Per quanto riguarda il team Reclami, assolutamente si

Just for an update, I recovered the email and I have no communication regarding reactivation of the account

Solo per aggiornamento, ho recuperato la mail e non ho nessuna comunicazione di riattivazione del conto

Hello, and thank you for your posts.

This is really a messy situation, as I could say, and I am really sorry that you got into this.

You could try to contact our complaint tram, even though I am not quite sure that they will be able to assist you, to tell you the truth. I do not want to give any hopes, really. Try to send an email to complaints@casino.guru describing your issue, and hopefully the team will be able to assist you. Let us know, please, how you went.🙏

Hi I understand your frustration bro everything will be fine!

Hej jag förstår din frustration bror, allt kommer att bli bra! 

I have one tip and that is if you respond to a certain player, you can use the "reply" button, because it will notify him that you have answered him and in some cases if the situation requires it you can reduce the time frame for the response. But as I said this is just a recommendation. 🙂

Hello, I am asking you to close my casinoguru account. Thanks a lot.

Hei pyydän sinua sulkemaan casinoguru tilini. Kiitos paljon.

No problem at all. Your account is permanently closed now. Stay well.

Ok thanks for the suggestion, now I will know. Sorry :(

Ok tack för förslaget, nu kommer jag att veta. Ledsen :(

There's nothing to apologize for, it was just an idea if you're replying to someone specific. 

Besides, have you ever had a problem with self-exclusion ?