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Hello, I have been requesting the permanent closure of my account for over a month and they are not paying any attention to me.

If you can help me, I would appreciate it.

I request a refund of all payments made 24 hours after the closure request.

Furthermore, its terms and conditions state that any indication of abusive gaming will be stopped.

Especially when I literally ask him for it.

According to my lawyer, if I request it, they have to do it according to responsible gambling guidelines.

Thanks

Buenas llevo solicitando el cierre de mi cuenta para siempre desde hace más de un mes y no me hacen ni caso.

si ustedes me pueden ayudar se lo agradezco

solicito la devolución de todos los ingresos realizados 24 horas después de la solicitud de cierre.

ademas en sus términos y condiciones pone que cualquier indicio de juego abusivo será cortado.

pues más cuando se lo pido yo literalmente.

según mi abogado si yo lo solicito tienen que hacerlo según juego responsable.

graciss

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Dear Xotin35,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Have you mentioned any other reasons in your email requests for the closure of your account, apart from constant losses?

Thank you in advance for your cooperation.

Best regards,

Veronika

Apart from this complaint, I have filed a police report because if I, as a legal entity, request the permanent closure of my account, they cannot convince or coerce me by offering bonuses or putting up a thousand obstacles to prevent me from closing it and continuing to play.

Its terms and conditions state:

13.2 If signs of gambling addiction are detected, the casino reserves the right to close the account and suspend access to gambling services to prevent the problem from worsening and to protect the player's interests.

13.3. Signs of gambling addiction may include, but are not limited to, spending too much time in the casino, making frequent and large deposits without reasonable control, and frequent requests for increased limits.

If logging in 15 times in a row or more in one hour is not a sign that God should come down and see it.

Besides, since December 9, 2025, I have been requesting the permanent closure of my account, and as you can see, I can still continue playing.

I have attached the casino's terms and conditions, a police report receipt, and copies of the emails sent and replies.

I'll send some of them to Veronica by email.

I request a refund of all payments made into the account since 9/12/2025

A parte de esta reclamación e presentado una denuncia policial ya que si yo como persona jurídica que soy solicito el cierre de mi cuenta para siempre ellos no me tienen que convencer o coaccionar ofreciendo bonos o poniendo mil trabas para que yo no la cierre y siga jugando.

en sus términos y condiciones pone:

13.2 En caso de detectarse signos de adicción al juego, el casino se reserva el derecho de cerrar la cuenta y suspender el acceso a los servicios de juego para evitar el agravamiento del problema y proteger los intereses del jugador.

13.3. Las señales de adicción al juego pueden incluir, entre otras, pasar demasiado tiempo en el casino, realizar depósitos frecuentes y elevados sin control razonable, y solicitudes frecuentes de aumento de límites.

si ingresar en una hora 15 veces seguidas o más reiteradamente no es un signo que baje Dios y lo vea.

a parte que desde el día 9/12/2025 les llevo solicitando el cierre permanente de mi cuenta y como ven aún puedo seguir jugando.

adjunto términos y condiciones del casino resguardo de denuncia policial así como copia de los email enviados y respuestas.

algunas se las envío por email veronica.

solicito la devolución de todos los ingresos realizados en la cuenta desde el día 9/12/2025

I didn't ask you to please read this. I sent you the documentation by email.

No se solicitó porfavor me lean. Le envié la documentación por email

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Amonbet Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Amonbet Casino and keep me informed about any further developments. Thank you in advance. 

Look, you're just like them... don't worry, we'll take legal action against you.

If I tell someone 30 times to close their account permanently because it's causing me problems, that's more than enough.

OK… ??

That's true here in Spain and in New York, but you guys are all the same crap, so you don't help the player at all.

You're getting worse.

take care

Mire son ustedes igual que ellos… trankilos que los denunciaremos judicialmente.

si a una persona le digo 30 veces que me cierre la cuenta para siempre que me está generando problemas es más que suficiente.

de acuerdo… ??

eso aquí en España y en Nueva York pero ustedes como son la misma mierda pues no ayudan nada al jugador.

vais a peor.

cuidarse

Dear Xotin35,

I understand that this situation is very frustrating, and I’m sorry that you feel this way. However, I would like to clarify a few important points.

Casino Guru is an independent mediator. We are not the casino, and we do not have the authority to close accounts or process refunds ourselves. Our role is to review the evidence provided and determine whether the casino failed to act according to responsible gambling principles.

If you clearly requested self-exclusion due to gambling addiction and the casino ignored such a request, this would indeed be a serious issue. However, for us to proceed, we must verify whether a proper self-exclusion request was made — meaning that gambling addiction (or a gambling-related vulnerability) was explicitly mentioned.

Repeated requests to close an account, without clearly stating gambling addiction as the reason, are typically treated by casinos as standard account closure requests, which do not automatically trigger responsible gambling obligations.

We are here to assess the situation objectively, based on evidence. If you believe legal action is the appropriate path, that is entirely your right. However, threats toward our team will not help move this complaint forward.

Please let me know if you wish to proceed with the self-exclusion request.

Dear Xotin35,

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.