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Hello, I have asked several times to close my account and it has always been denied, resulting in a loss of 10,000 euros.

I don't think it's correct because I've always asked politely and respectfully.

If you could help me I would appreciate it.

Thank you very much

[name hidden by Casino Guru]

Boas eu ja pedi por diversas vezes para fechar a minha conta e sempre foi negado, tendo ym prejuiço de 10000 euros.

Acho que nao é correcto pois sempre pedi com educaçao e respeito.

Se me puderem ajudar agradecia.

Muito obrigado

[name hidden by Casino Guru]

Dear RICARDOM77, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the 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. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards

Veronika

Dear RICARDOM77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.