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Good evening, while I have carefully asked them in an email to close my account, they do not give me any response to the emails and in the chat they tell me that it must be done by email. I request account closure and no one is involved

Καλησπέρα ενώ τους έχω ζητήσει επιμελημένα σε ιμειλ να κλείσουν τον λογαριασμό μου δεν μου δίνουν καμία απάντηση στα ιμειλ και στο τσατ μου λένε ότι πρέπει να γίνει αναγκαστικά από ιμειλ. Ζητάω account closure και δεν ασχολείται κανείς

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Dear alekos98,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• 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 petra.h@casino.guru.
• Have you attempted to reach out to the casino through any other communication channels (e.g., social media)?

Thank you very much in advance.

Best regards

Petra

Dear alekos98,

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