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I repeatedly asked the casino via chat to close my account due to gambling addiction. As a result, I received a bonus. Today, I again asked to close my account via chat, and the chat was immediately blocked. I have not received an email address from the casino.

Ich habe dem Casino im Chat mehrere Male darum gebeten mein Konto wegen spielsucht zu schließen. Daraufhin wurde mir ein Bonus gegeben. Heute hsbecich abermals im Chat gebeten mein Konto zu schließen und der Chat wurde sofort gesperrt. Ich habe keine e Mail Adresse von dem Casino bekommen

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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.

• Could you please forward me the account closure requests you sent to the casino? These can be chat transcripts or screenshots of your chat conversations, where the date and time would be fully visible. My email address is [email protected].
• Have you tried contacting the casino regarding your account closure request via email at all?
• Have you passed 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

Dear claudi3110,

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.

Hello!

The casino finally closed my account. Thank you.

Hallo!

das Casino hat endlich mein Konto geschlossen. Danke

I'm glad to hear that your account is now closed. Please let me know if there is anything else we can assist you with, or if this complaint should be closed as well.

Thank you, it's done.

Danke, es ist erledigt

Hello claudi3110,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear claudi3110,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru