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I asked for my account to be closed and they won't close it!!! The first was two weeks ago, unfortunately I had a problem with my email and I lost the information I had about the emails sent requesting account closure for gambling addiction, the first request was two weeks ago as you can see in the chat history with support. They've done nothing, I've lost tons of money, they should give me back even part of it!!! This can't be done, they have the IBAN saved there, let them give me back the money I've spent in part because they've done nothing about my consecutive requests to close my account!!! I've lost everything, I don't have any money at the moment, all because they didn't cancel my account when I asked them to even though I knew I was getting addicted and impulsive, it was very bad faith!!! And they still won't close the account and try to deceive me, I don't have the previous emails because as I said I unfortunately had an email problem but they keep insisting that I have the account open, horrible casino that acts in bad faith. I just want them to close my account, if I can get some money back it will be better for my life, but I just want them to get me out of this horror.

Pedi o encerramento de conta e não encerram!!! O primeiro foi há duas semanas, infelizmente tive um problema no meu email e perdi a informação que tinha dos emails enviados a pedir o encerramento de conta por vício de jogo, o primeiro pedido foi há duas semanas como se pode ver no histórico de conversa com o suporte. Nada fizerem perdi rios de dinheiro, deviam de me devolver nem que fosse uma parte!!! Isto não se faz, eles têm lá o IBAN gravado que me devolvam o dinheiro que gastei em parte por nada fazerem aos meus consecutivos pedidos de encerramento de conta!! Perdi tudo neste momento não tenho dinheiro nenhum, tudo porque não me cancelaram a conta quando pedi mesmo sabendo que estava a ficar viciada e impulsiva foi muita má fé !!! E continuam a não encerrar a conta e a tentar iludir me, não tenho os emails anteriores porque como disse tive infelizmente um problema no email mas continuam a insistir para eu ter a conta aberta, casino horrível que atua em ma fe. Só queria que me encerrassem a conta, se conseguir recuperar algum dinheiro melhor para a minha vida, mas só quero menos que me tirem deste terror

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Dear Xin4415,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Do you need help with account closure or self-exclusion?
• Live chat had instructed you to send the account closure request to [email protected]. Did you send the request as instructed? Please provide the date when this happened.
• Did you send the request from your registered email address linked to your casino account?
• Have you received any responses from customer support regarding your requests for account closure? Please post any relevant communication here or forward it to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution. I hope we will be able to help you resolve this issue.

Best regards,

Jean