BookofCasino - Запрос игрока на самоисключение был проигнорирован.

I have been trying to close my account on Bookofcasino for months.

They either don't respond at all or ask for specific information. I have sent over 1000 emails, citing self-exclusion as the reason. Nothing has worked. As a result, I have lost much more money than I should have.

Instead of responding to my request,

they give me free bets so that I continue to stay and deposit more money.

I am asking for help because I keep losing more money. :((((((

I have lost more than €3000 because they do not respond to my self-exclusion request.

Thank you very much for your help.

Ich versuche seit Monaten den Account auf Bookofcasino zu schließen. 

Die reagieren entweder garnicht oder bitten um spezifische Infos. Ich habe über 1000 emails geschickt. Selbstauschluss als Grund genannt. Es hat nichts funktioniert. Somit habe ich viel mehr Geld verloren als es ist. 

Anstatt auf die Anfrage zu reagieren.

Zahlen sie Gratiswetten ein damit ich weiterhin bleibe und Geld einzahle.

Ich bitte um Hilfe verliere somit immer mehr Geld. :((((((

Ich habe mehr über 3000€ verloren. Da die nicht auf meinem Selbstauschluss reagieren.

Vielen Dank für deine Hilfe..

Dear tsk123456,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.

• Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have sent them screenshots of my last message to Bookofcasino via email.

Ich habe ihnen Screenshots von meinem Letzten Nachricht an Bookofcasino per email mitgeteilt.

Hi tsk123456,

• Could you please forward the emails you sent to the casino, rather than sending screenshots of the communication? I would like to verify the exact dates the emails were sent and the email address used.

Thank you.

I recently received an email saying that my account had been successfully excluded. But only after 3 months. I have lost a lot more money in that time.

Can you get your money back?

Ich habe vor kurzem ein Email bekommen das mein Account erfolgreich ausgeschlossen wurde. Aber erst nach 3 Monaten. Ich habe in der Zeit viel mehr Geld verloren.

Kann man das Geld zurück fordern?

Hi tsk123456,

I'm happy to hear that your account was finally blocked. Could you please check my previous reply and try to assist?

Thank you.

Dear tsk123456,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.