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Hi, 3 weeks ago I requested to close my account more than once via email, and I was always ignored by always offering me cash bonuses, today it happened again and since I have problems with gambling I fell back into it losing since I requested to close my account over 1200 euros

Salve , 3 settimane fa ho richiesto la chiusura del conto più di una volta via e-mail , e mi è sempre stata ignorata offrendomi sempre dei bonus cash , oggi è successo di nuovo e dato che ho dei problemi col gioco ci sono ricaduto perdendo da quando ho richiesto la chiusura del conto oltre 1200 euro

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Dear Rei97,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at [email protected].

Thank you very much for your cooperation.

Karla M.

Hello Rei97,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla 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 Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru