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This casino systematically refuses to permanently close my account, despite my repeated requests to do so for months. Recently, they sent me an email demanding a "medical certificate" from a psychiatrist or psychologist before they will even "evaluate" my request. This is a real criminal organization that will do anything to avoid closing your account.

I need your help to intervene so that they delete my account and all my data once and for all.

Casino que se niega sistemáticamente a cerrar mi cuenta de manera permanente y definitiva, a pesar de llevar meses solicitando hacerlo. Últimamente me enviaron un correo pidiendo"certificado médico" emitido por un psiquiatra o psicólogo para recién "evaluar" mi solicitud. Esta es una verdadera mafia de delincuentes que hacen lo imposible para no cerrar tus cuentas.

Necesito me ayuden a interceder para que de una vez por todas eliminen mi cuenta y todos mis datos.

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Dear Angel49,

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].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Angel49,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru