Casino Astral - Spillerens forsøg på at lukke hendes konto er blevet overset.

It is not a complaint about money, I want to close the account in the astral casino and they do not close it, I have asked it by email, and to the administrator of my account directly and they do not close it, I want to close it and stop playing in that casino and not They do it, what can I do? The last time they told me that I couldn't close it, that I had to be inactive for a month to close it, why? In other casinos I ask that they close the account and do it at the moment, why not here? I am disappointed and want to close it. Apart from that I have had several problems with them already.

That is from the last conversation, and they do not give me the email of my administrator, and I spoke with her this morning so that she closed it and did not close it. I need your help to close the account.

No es una queja por dinero, quiero cerrar la cuenta en el casino astral y no la cierran, se lo he pedido por email, y a la administradora de mi cuenta directamente y no la cierran, quiero cerrarla y dejar de jugar en ese casino y no lo hacen, que puedo hacer? La ultima vez me dijeron que no podía cerrarla, que tenía que estar un mes inactivo para que la cerraran, por que? En otros casinos pido que cierren la cuenta y lo hacen en el momento, por que aquí no? Estoy decepcionado y quiero cerrarla. Aparte de que he tenido varios problemas ya con ellos.

Eso es de la ultima conversación, y no me dan el email de mi administradora, y hable con ella esta mañana para que la cerrara y no la cerró. Necesito vuestra ayuda para que cierren la cuenta.

Dear JackerGoya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://www.casinoastral.com/general-terms-conditions/?lang=en

„Account Closure

You are entitled to close your Account and terminate this Agreement at any time by contacting Support using the Contact Us page in the Help Center https://www.casinoastral.com/help-center/?lang=en#helpCenter/contactUs, or via email, and we will respond within a reasonable time. You will be responsible for activity on the Account until the closure has been finalized by us.

In the event of cancellation of the Player’s Account, a Player shall be permitted to withdraw any balances exceeding withdrawal fees, in line with our Withdrawal policy."

Is this the email address that you have sent the email to?

support@casinoastral.com

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

Best regards,

Petronela

Hello,

All the forwarded screenshots are showing emails from 2019 and 2018. Since you have filed previously a complaint with the same casino https://casino.guru/casino-astral-player-s-questioning-bonus-wagering stating that the problem was resolved, could you please advise if you’ve tried recently to close your account again? Thank you in advance. 

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JackerGoya.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Astral Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Jacker.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Your last option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru