Failure to Enforce SelfExclusion for Declared Gambling Addiction and Predatory VIP Retention Practices

I am filing an urgent complaint against Sankra Casino due to a severe and documented breach of Responsible Gambling regulations, and predatory practices targeting a player with a self-declared gambling disorder.

​1. Initial Request for Self-Exclusion (July 28, 2026):

On July 28, 2026, I sent an email to Sankra Support explicitly stating that I suffer from gambling addiction ("ludopatía") and requested an immediate self-exclusion/ban. Responsible gambling standards dictate an immediate temporary block upon receiving such a statement.

2. Repeated Delays & VIP Retention Protocol:

Instead of blocking my account, the casino sent multiple responses acknowledging my request to close the account but refused to act immediately. They claimed that because I was a "VIP customer," I was required to send a separate request to [email protected]. Even when I challenged this policy on July 29 stating that their terms do not allow delaying closure, they refused to ban me. As a direct result of this negligence, I suffered immediate financial losses. I also explicitly submitted self-exclusion requests directly to the VIP account managers, which were completely ignored.

​3. Immediate Financial Claim (July 30, 2026):

On July 30, I confronted support via email, stating that due to their refusal to process my self-exclusion on the 28th, I relapsed and lost €1,719, which I formally claimed back.

​4. Aggressive VIP Targeting and Relapse Exploitation (August – September 2026):

Despite my explicit self-exclusion requests on July 28, July 30, August 31, and September 14:

​My VIP Manager ("Lucía") repeatedly called my phone on August 19, offering "special gifts" to convince me to play.

​She credited a 100% deposit bonus up to €1,000 to entice me to deposit again.

​On another occasion, a VIP manager offered a 100% refund bonus of past losses with 1x wagering if I withdrew my formal complaint. Due to my severe gambling disorder, I succumbed to these predatory tactics and relapsed, suffering total losses exceeding €5,000.

​Requested Solution:

​Permanent Exclusion: Immediate and permanent closure of all accounts across Sankra Casino, MafiaCasino, and all affiliated brands.

​Full Refund of Deposits: A full refund of the €5,000 deposited and lost after my initial explicit self-exclusion request on July 28, 2026, due to the casino's systematic failure to implement player protection controls.

EVIDENCE SUMMARY & TRANSLATIONS:

​Proof 1 (July 28, 2026 - Initial Self-Exclusion Request):

​Original (ES): "Solicito un baneo por problemas de ludopatia"

​Translation (EN): "I am requesting a ban due to gambling addiction problems."

​Proof 2 (July 28, 2026 - Casino Refusal/VIP Delay):

​Original (ES): "Como usted es un cliente VIP, por favor envíe un correo electrónico a Sankra VIP Support a [email protected]..."

​Translation (EN): "As you are a VIP customer, please send an email to Sankra VIP Support at [email protected]..."

​Proof 3 (July 29, 2026 - Player Challenge):

​Original (ES): "Según sus terminos y condiciones esto no funciona asi"

​Translation (EN): "According to your terms and conditions, this is not how it works."

​Proof 4 (July 30, 2026 - Initial Refund Claim of €1,719):

​Original (ES): "Os he suplicado que me baneéis porfavor, ignorasteis mi solicitud de baneo... acabé jugando 1719 euros, los cuales os reclamo..."

​Translation (EN): "I begged you to ban me please, you ignored my ban request... I ended up playing 1,719 euros, which I am claiming back..."

​Proof 5 (August 19, 2026 - VIP Aggressive Retention):

​Original (ES): "He intentado llamarte personalmente porque tengo una noticia... 3 regalitos especiales para ti."

​Translation (EN): "I tried calling you personally because I have news... 3 special gifts for you."

​Proof 6 (VIP Bonus Enticement):

​Original (ES): "...ya tienes acreditado en tu cuenta un bono del 100% para tu próximo depósito, hasta 1.000 €."

​Translation (EN): "...you already have credited to your account a 100% bonus for your next deposit, up to €1,000."

​Proof 7 (August 31, 2026 - Demanding Ban & Refund):

​Original (ES): "Quiero un baneo permanente y un reembolso por permitirme jugar aun habiendo dicho lo de mis pedidos del juego."

​Translation (EN): "I want a permanent ban and a refund for allowing me to play even after I stated my gambling issues."

​Proof 8 (September 14, 2026 - Final Ban Demand):

​Original (ES): "Solicito el baneo de su plataforma por ludopatía, no quiero mas correos quiero cerrar ya la cuenta"

​Translation (EN): "I request a ban from your platform due to gambling addiction, I don't want more emails, I want to close the account now."