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The casino automatically reopened my player account after I requested its permanent closure due to gambling addiction. This is a dishonest and unfair practice that exploits the vulnerabilities of addicted gamblers. I want my account to be kept closed as per my request. Thank you

O casino reabriu automaticamente a minha conta de jogador depois de eu ter solicitado o encerramento definitivo da mesma, devido ao vício do jogo. É uma prática desonesta e desleal que explora as vulnerabilidades dos jogadores viciados. Pretendo que a minha conta seja mantida encerrada conforme a minha solicitação. Obrigado

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Dear tomahawkxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• When exactly did you request the permanent closure of your account?
• Do you have any confirmation or acknowledgment from the casino regarding your account closure request?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is [email protected].

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool allows 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.

Thank you very much in advance.

Best regards,

Petra

Dear tomahawk,

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,
Petra
Casino.Guru