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Hello, I requested self-exclusion from Igni Casino due to gambling addiction via chat, but support refuses to close my account.

Hallo, ich habe bei igni Casino einen Selbstauschluss wegen Spielsucht beantragt und zwar im Chat, mein Konto will der Support nicht schließen

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Dear Hans1616,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

4.5. Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything that does nothing good for you. "Self-Exclusion" means that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time.

If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They will also explain you all future steps and what is needed from you.

Customer support: [email protected]

To better understand your case, could you please clarify a few points?

Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to [email protected].

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Hans1616,

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,
Karla
Casino.Guru