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Refuses to close account even when stated that customer has a gambling problem.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino’s customer support via email as instructed by the live chat agent?

Kindly note that casinos often use outsourced providers for live chat, and these agents usually do not have full access to player accounts. This means they are not authorized to permanently self-exclude any accounts. In such cases, they typically provide instructions on how the self-exclusion can be requested — usually by sending an email directly to customer support.

• Have you completed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi, yes I did send them email asking for for my account to be closed due to gambling problem. They did not close it.

I also asked what’s the casino legal company name and casino license number, they did not provide those either. Since my email I have deposited more money, hence I would like to update claim ammount and claim that money back.

I have not completed any verification at their casino.

Thanks

Please forward me the email you sent to the casino with your account closure request at [email protected]. Kindly include the casino's responses as well. I appreciate your cooperation.

Emails sent, account still not closed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear popo123,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika

We’ve reopened this complaint at the request of popo123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear popo123,

I have reviewed the emails you forwarded to me. On November 14, the casino requested that you confirm the decision to close your account by responding to their email. Instead of the confirmation of your decision, you asked about the legal name and license of this casino. Your other email mentioning gambling addiction was sent on November 26. Have you contacted the casino with a request to self-exclude you due to gambling addiction in the meantime? Have you ever confirmed your decision to close your account?

Hi Veronika.

Upon receiving a clear request for self-exclusion due to a gambling problem, the operator must act as soon as practicable to close the account and prevent further gambling activity.

By asking for confirmation (instead of immediate closure of account) they are already braking law.

I asked them on 2 separate occasions to close my account asap, both times stating that account must be closed due to a gambling problem, they failed to close my account on both occasions.

I understand your reasoning. However, it's common practice for casinos to ask for the confirmation of your decision. Therefore, please answer my question: Have you ever confirmed your decision to close your account?

Dear popo123,

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