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On December 11, 2023, I submitted a written request for the permanent deactivation of my account, as I was informed that my gaming account could not be reactivated. Following this, my account was blocked until August 16, 2024, when I received an email with a personal bonus and noticed that my profile was active again, WITHOUT MY AUTHORIZATION. I inquired in the chat about the basis for reactivating my account and received the following response: "The reason your gaming account was reactivated is that we have a change in the self-exclusion process and are offering an option for a break of 1 to 14 days or deactivation for a period of 1 month." I never requested a "profile reactivation," nor did I ask for a short break; I explicitly requested the permanent closure of my account. How can an account, once self-excluded, be reactivated without proper authorization?! Of course, enticed by the personal bonus, I made deposits, which I assume I cannot dispute since I made them voluntarily. However, I believe it is inappropriate to reactivate an account without the explicit consent of the user, especially when they have requested permanent closure, as there is likely a significant reason behind that decision.

На 11.12.2023г съм изпратила писмена молба за окончателно деактивиране на акаунта ми, като бях информирана, че игралната ми сметка няма да може да бъде активирана повторно. След, което акаунтът ми беше блокиран до 16.08.2024, когато получих мейл с персонален бонус и видях, че профилът ми отново е активен, БЕЗ АЗ ДА СЪМ ЗАЯВИЛА ПОДОБНО НЕЩО. Попитах в чата на какво основание е активиран акаунта ми и получих слеедният отговор: "Причината игралната Ви сметка да е реактивирана, е че имаме промяна в процеса по самоизключване и предлагаме опция за Почивка за 1 до 14 дни, или деактивация за период от 1 месец". Аз не съм заявила "реактивация на профила", нито пък съм искала кратка почивка, изрично заявих окончателно закриване на акаунта ми. Как така даден профил, при положение, че е бил самоизключен се активира неправомерно?! Разбира се подведена от персоналният бонус реализирах депозити, които предполагам не мога да оспорвам, тъй като съм направила доброволно. Но смятам, че не е редно възстановяването на акаунт, без изричното желание на потребителя, щом веднъж е заявил окончателно закриване, значи вероятно има причина за това.

Dear alexxxaaa,

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 on player protection - the player can often simply reopen the account anytime, and the casino has no obligation to protect the player.

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? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Thanks for your email and clarification.

We believe the casino is obligated to protect you if you inform them about suffering from gambling addiction or having gambling problems.

Since the reason for the account closure was due to your dissatisfaction with RTP the casino didn't have an obligation to protect you, and we can't help with any requests for refund of lost funds.

• Could you please explain whether you requested a new permanent closure of your account? With what result?

Hello,

Yes, I asked for a permanent closure again, but according to their "new" rules, they offer to block the account for up to a month, which I think is not right, since the user does not want to have an account on their site. More so in my case it was activated without my desire for over-the-air activation. I don't think they would refund my deposits, but I am sharing negative feedback on the site.

Здравейте,

Да, поисках отново окончтелно закриване, но те според "новите" им правила предлагат блокиране на акаунта до един месец, което смятам, че не е редно, след като потребителят не желае да има сметка в техния сайт. Още повече в моя случай беше активиран, без мое желание за повотрно активиране. Не мисля, че биха възстановили депозитите ми, но споделям негативна обратна връзка към сайта.

I understand your point of view. The casino licensed in Bulgaria ought to follow the rules set up by the regulator.

If you believe the casino should have acted differently I would recommend you contact the casino's regulator (general info contact: infocenter@nra.bg

gambling branch information) and file a complaint.

You can take advantage of our guide on the topic found here: https://casino.guru/submitting-complaints-to-regulators

From our point of view, the casino has an obligation to protect you from further gambling if you inform them about a gambling problem when requesting a self-exclusion.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Sesame casino support,

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 (permanently).

The reason for my decision is xxx (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 support@sesame.bg (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. If the casino needs a written note, it'll be safe to include it. Thank you in advance.

Dear alexxxaaa,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.