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Dear jferreira123,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

On the other hand, a Self-Exclusion is a more conclusive break from gambling wherein you will not be permitted access to your account or any sites operated by the Company, for a period of 1 year up to lifetime exclusion, depending on the exclusion applied. Setting a Self-Exclusion is quick and easy, either go to your account page and choose the timeframe right for you or contact our customer support service by email, phone, or live chat and they will set one for you.

Could you please forward the account closure requests you sent to the casino to my email at [email protected]? Do I understand correctly that your account was closed on April 4?

Thank you very much for your cooperation.

Best regards,

Kristina

The problem is that the request for closure was made through the support chat in the casino itself, and they block the printscreens.

The emails I have are reporting the case by email: [email protected] and [email protected] in which I made no progress in the process.

O problema é que o pedido de encerramento foi feita pelo chat de assistência no proprio casino, e eles bloqueiam as printscreens.

Os emails que tenho são a relatar o caso pelos emails: [email protected] e [email protected] em que não obtive progresso no processo

At the beginning of March I asked an assistant to close the account and he said yes, but it wasn't closed, 1/2 days later I asked to be closed again, and it was confirmed by the assistant that in 24 hours it would be closed, and as I had already spent all my money I had to ignore it for the whole month.

On March 31st, when I received my paycheck, I logged in to the account and it wasn't closed, I spent my month's money because I relapsed, and on April 4th I spoke to the assistant via chat and said that I wanted to report it, deal with it and then close the account, and the assistant was ignorant and ignored my request, and kept saying that he was going to close the account, even though I repeated many times that I didn't want to close the account before my problem was resolved....

He closed it, I don't have access to those chat logs

No início de Março eu pedi a um assistente para encerrar a conta e ele disse que sim, mas não ficou encerrada, 1/2 dias mais tarde eu pedi para me encerram outra vez, e foi confirmado pelo assistente que em 24 horas iria ser encerrada, e eu como já tinha gasto o meu dinheiro todo tive que ignorar durante o mês todo.

No dia 31 de Março que foi quando recebi o meu ordenado fiz login na conta e esta nao estava encerrada, por recaida gastei o dinheiro do meu mês, e dia 4 de Abril falei com o assistente pelo chat e disse que queria reportar, tratar do assunto e depois encerrar a conta, e o assistente foi ignorante e ignorou o meu pedido, e estava sempre a dizer que ia fechar a conta, apesar que eu repeti imensas vezes que nao queria fechar a conta antes de o meu problema estar.resolvido....

Ele fechou, nao tenho acesso a esses log chat

Dear jferreira123,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.