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Hello, on April 24th, I contacted them to permanently close my account. I did so as requested, with an email address that I have saved, and they didn't close my account.

Until today I have already told them that I am reporting them and they have blocked my account.

I request a refund of the €160 deposited from the moment I requested its permanent closure.

They didn't close my account because I was an active player and so they took advantage of my vulnerability as a player.

Buenas el día 24 de abril 25 me puse en contacto para cerrar mi cuenta para siempre. Lo hice tal y como me pidieron email el cual tengo guardado y ellos no me cerraban la cuenta.

hasta el día de hoy que ya les e dicho que les denuncio y me han bloqueado la cuenta.

yo solicito la devolución de los ingresos de 160€ ingresados desde el momento que le solicite el cierre para siempre.

ellos no me cerraban la cuenta porque era un jugador activo y así se aprovecharon de mi vulnerabilidad como jugador.

Dear Xotin35,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

When you ask actively and passively for whatever reason that you want closure FOREVER, it is obvious that it is forever.

They even told me to request it via email with a photo of my ID and they didn't even pay attention to me.

Until I told them I was reporting them and sent them the screenshots I had, they didn't close the case.

Cuando tú pides por activa y por pasiva por el motivo que sea que quieres el cierre PARA SIEMPRE es obvio que queda claro que es para siempre.

es mas me dijeron que lo solicitara a su email con la foto del DNI y no me hicieron ni caso.

hasta que no les dije que les denunciaba y les envié las capturas que tenía no me hicieron el cierre

I already sent them the screenshots and everything and they haven't responded... I don't know if I did something wrong?

Ya les envié las capturas y todo y no me responden.. no sé si hice algo mal??

Dear Xotin35,

thank you for your messages.

Please provide thorough and clear answers to the following questions to the best of your ability.

• Could you please clarify the reasons for wanting to close your accounts?
• Have you specifically mentioned you wished to be self excluded or was it a request to close your account?
• Are you worried about your gambling habits? Do you feel overwhelmed or stressed by playing casino games?

Looking forward to your reply.

Katarina

Look, the answer is clear. I am a gambling addict and I am banned from the DGOJ.

I asked them to close my account forever and they didn't do it.

I want my money back from the closure request €160. Thanks.

mire la respuesta es clara soy una persona ludopata y estoy prohibido en la dgoj.

les solicité el cierre de mi cuenta para siempre y no lo hicieron.

quiero mi dinero desde la solicitud del cierre 160€. Grcais

No one answers me, I've already spoken to a lawyer who is an expert on the subject to formally report the casino.

I see that in the past they did care about the players' problems, but not anymore.

thank you

Nada nadie me responde ya hablé con un abogado experto en el tema para denunciar formalmente al casino.

veo que antiguamente sí que se preocupaban por los problemas de los jugadores pero ya no.

gracias

Dear Xotin35,

Thank you for your messages and emails.

I have carefully reviewed the documentation you provided. I was unable to locate a message explicitly stating that you wished to close your account due to a gambling addiction. I understand that communicating such sensitive information to an unfamiliar individual can be difficult. However, as the casino was not explicitly made aware of the underlying reason for your request, it was challenging for them to assess the urgency of the situation. I sincerely regret that you experienced this unpleasant situation. Fortunately, we are still in a position to rectify this matter.

Firstly, I would ask you to send another request, but this time, include me in the copy of your email. My email is [email protected].

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RX Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Look, leave it. I'm claiming some money that I can see isn't going to help me. Okay. But thanks for wasting my time.

Mire déjalo. Yo estoy reclamando cierto dinero que ya veo no me va a a ayudar. Vale. Pero nada gracias por hacerme perder el tiempo

Dear Xotin35,

Thank you for your message.

We acknowledge your request to withdraw your complaint, and we have processed it accordingly. Therefore, we are rejecting the complaint as per your instruction. We regret that we were unable to provide a more favorable resolution on this occasion. Please do not hesitate to contact us in the future should you encounter any further issues with this or any other casino. We remain available to assist you.

All the best,

Katarina