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I have asked several times to close my account

The first time they told me I had to wait 30 days before closing

Then they make me send various emails but nothing

I sent emails asking to close my account because otherwise I couldn't control myself but never anything from that email I played another 5000 euros

After that the other day without sending emails I found my account closed

Ho chiesto varie volte di chiudere il mio account

La prima volta mi hanno detto che dovevo aspettare 30 giorni prima di chiudere

Poi mi fanno inviare varie email ma nulla

Ho mandato email chiedendo di chiudere il mio account perché altrimenti non riuscivo a controllarmi invece mai nulla da quella email ho giocato altri 5000 euro

Dopo di che l'altro giorno senza mandare email mi sono trovato il mio account chiuso

Dear Felicefg,

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).

When exactly was your account closed? Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I sent the email

Ho mandato l'email

I certainly don't solve anything

But it's absurd that if I close the account, I also specify the reasons

Hoping clearly that I have children to support and since I can't control myself I would have liked to ask for the bill forever

The first response was that I had to wait 30 days for self-exclusion and account closure

Then I played again and each game asked you to close the short until you played over 5000 euros

I asked begging to close

After a few weeks I find my account closed without any warning

Just this morning I received an email that the account is closed

Sicuramente non risolvo nulla

Ma è assurdo che se chiudo di chiudere l'account specificando anche i motivi

Sperando chiaramente che ho dei figli da mantenere e visto che non mi controllo avrei voluto chiedere il conto per sempre

La prima risposta che dovevo aspettare 30 giorni per lautosclusione e chiusura del conto

Poi ho giocato ancora e ogni gioco vi chiesto di chiudere il corto fino a giocare oltre 5000 euro

Ho chiesto supplicando di chiudere

Dopo qualche settimana mi trovo il conto chiuso senza nessun avvertimento

Solo stamattina mi arriva iun email che il conto è chiuso

Thank you very much for your reply, Felicefg. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I sent the email you asked for to the address you gave me

My account was closed 3 days ago

I asked for the permanent closure of my account, not self-exclusion, and every time they told me that I had to wait 30 days to be able to do this.

Another thing I forgot

I had won once and I couldn't withdraw because based on the deposit I had made I had to multiply it by 5

Once I won they asked me for the world as documents

I won again for the withdrawal days and days passed asking me for more documents

I sent and no one responded

Playing all the victory

I asked again to close the account but no one responded

I spent over 5000 euros

Ho mandato l'email che mi avete chiesto all'indirizzo che mi avete dato

Il mio conto è stato chiuso 3 giorni fa

Ho chiesto la chiusura definitiva del mio conto non l'autoesclusione ogni volta mi rispondevano che dovevo aspettare 30 giorni per poter far questo.

Un altra cosa che mi sono dimenticato

Avevo vinto una volta e non potevo prelevare perché in base al deposito fatto dovevo moltiplicacarlo per 5

Una volta vinto mi hanno chiesto il mondo come documenti

Ho vinto un altra volta per il prelievo sono passati giorni e giorni chiedendomi ancora altri documenti

Inviavo e nessuno rispondeva

Giocando tutta la vittoria

Ho chiesto ancora di chiudere il conto ma nessuno rispondeva

Ho speso alte 5000 euro

Felicefg, did you have any remaining balance in your casino account before it was closed? Furthermore, you still haven't sent me the account closure requests I asked for in my initial message.

I had no balance at closing

I can't find the emails I sent asking for closure anymore

Non avevo saldo in fase di chiusura

Le email che avevo inviato chiedendo la chiusura non le trovo più

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this and request a refund. Since you didn't provide the request and your account has been closed, we cannot handle this case as failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for 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.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.