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o logarias mou eklise oristika kai eimai sti eteria yan tote pou anikse

o logarias mou eklise oristika kai eimai sti eteria apo tote pou anikse

Dear Dimitris,

Thank you very much for submitting your complaint. As you can see, your comments were not translated properly. I’m afraid, I will need more information regarding your problem. I assumed from your answers, that you’re experiencing difficulties with your blocked account. Is that correct? Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Petronela

eklisa ton logariasmou ga ligo den iksera oti tha ton klinane oristika ego thelo na mou aniksoun ton logariasmo mou pali exo kani pola leuta katathesis kai den eina sosto na min mou aniksoun ton logariasmo mou

English translation of the player’s comments:

"My account was permanently closed and I have been with the company since it was launched."

"I closed my account for a little while, I didn’t know that they would permanently close it, I want them to open my account again, I have deposited a lot of money and it’s not right to not open my account."

Dear Dimitris,

When you have requested your account to be closed? Did you do it through an email. Please forward it to petronela.k@casino.guru. If you have asked for a self-exclusion due to a gambling problem, it should be permanent. However, if you have asked for your account’s closure, you should be able to reopen it after a certain period of time, which has been agreed previously. Looking forward to hearing from you. Thank you.

oxi den to ekana meso email apla mpika ston logariasmo mou kai patisa autoapoklismo ithela na kano ena dialima gia ligo kai meta othela na anikso ton logariasmo mou pali kai mou ipan oti den mporis na ton ksananiksis

oxi den to ekana meso email apla mpika ston logariasmo mou kai patisa autoapoklismo ithela na kano ena dialima gia ligo kai meta othela na anikso ton logariasmo mou pali kai mou ipan oti den mporis na ton ksananiksis

English translation of the player’s comments:

"No, I didn’t do it by email, I just logged into my account and I clicked on self-ban. I wanted to take a break for a little while, and then I wanted to re-open my account, but they told me that I couldn’t re-open it."

Dear Dimitris,

I’m very sorry but we are not able to help you with your problem. You have self-excluded yourself from the casino and this process is irreversible and permanent. Casinos take these requests very seriously and they’re not allowed to reopen such accounts due to licensing policies. 

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I am very sorry we were not able to help you with this case, but please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. I will now reject your complaint. Thank you very much for your understanding.