BookofCasino - Spillerens konto forbliver åben trods anmodninger.

good evening after hundreds of EMAILS the bokofcasino casino has not yet closed my account, I would like to point out that recently I was diagnosed with a health problem and I poured everything into gambling... realizing that I feel addicted to this, I closed all the casinos and I am attending a help, but this casino remains that after my incessant emails it does not close me... I knew that the disability pension was coming and I pressed for them to close my account before receiving it, I only had responses of... Why? But by then it was too late... I close it so they give me my money back or at least close this damned casino. thanks

buonasera dopo centinaia di EMAIL il casino bokofcasino non ha ancora chiuso il mio account, premetto che ultimamente mi e stata diagnosticata un problema di salute ed io ho riversato tutto nel gioco...rendendomi conto che mi sento dipendente da questa,ho chiuso tutt' i casino e sto frequentando un aiuto ,ma rimane questo casino che dopo le mie incessante email non mi chiude .. sapevo che stava arrivando la pensione d invalidità e ho premuto che mi chiudessero l account prima di riceverlo,ho avuto solo risposte del ..Perché? Ma ormai era troppo tardi..chiudo che mi ridanno i soldi o quantomeno chiudono questo dannato casinò.grazie

Dear FEDEFE,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify when was the first time you mentioned a reason for closing your casino account?

Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses as entire emails, not just screenshots? You can send them to me at veronika.f@casino.guru.

When was the last time the casino communicated with you?

Thank you in advance for your cooperation.

Best regards,

Veronika

Good morning, I asked for closure with the wording SELF-EXCLUSION for gambling on May 31st.. before I wrote Closure of gaming account, but I did not receive the appropriate response.. did he always answer me or why? (I sent screenshots) I then started searching on the web and I found you with one of your players with a similar problem. They also offered me free spins at Roller zero on June 4th which I used.. and then continued playing. THANKS FOR YOUR ATTENTION.

Buongiorno ho chiesto la chiusura con la dicitura AUTOESCLUSIONE per gioco d azzardo il 31 Maggio..prima scrivevo Chiusura conto gioco ,ma non ricevevo la risposta adeguata..sempre mi rispondeva o perché ? ( Ho mandato screenshot)Mi sono poi messa cercare sul web e ho trovato voi con un vostro giocatore con un problema analogo.mi hanno anche offerto dei giri gratis a Roller zero il 4 giugno che ho usato ..per poi continuare a giocare . GRAZIE PER L ATTENZIONE.

Please forward me the email from 31 May when you mentioned gambling addiction for the first time at veronika.f@casino.guru. Has the casino responded to this email? If so, kindly forward me their response as well.

Good morning, on June 1st they contacted me writing to send an email to the customer at 7pm, which I did at 8.40pm ALWAYS with the wording SELF-EXCLUSION for gambling and putting all my data including the email of the game contact, then I received the email on June 4th of free spins gift.. once they finished I continued to play everything I had. 😭 I sent an email for confirmation

Buongiorno,il 1 giugno mi hanno contattato scrivendomi di mandare un email al costumer alle 19 di sera,cosa che ho fatto alle 20 e 40 SEMPRE con la dicitura AUTOESCLUSIONE per gioco d azzardo e mettendo tutti i miei dati compreso l email del contatto gioco,poi mi e arrivata l email il 4 giugno di regalo free spin..una volta finiti ho continuato a giocare tutto ciò che avevo.😭ho mandato e mail per conferma

Please forward me the original emails you sent to the address customercare@bookofcasino.co, along with the casino's responses.

Good evening, I sent you the emails..

Buonasera le ho mandato le email ..

Thank you very much, FEDEFE, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello FEDEFE, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of BookofCasino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I hope that the casino will take the conscience to respond, I believe that it is a right to close a casino when you have the pure that gambling has become a problem for your life. In the hundreds of EMAILS I also referred to this. All the other open Casinos have not opposed and have closed my accounts, but Bokofcasino instead continues to push me further into the abyss by offering me free spins with Roll and without Thank you very much for giving me a voice.

Mi auguro che il casinò si prenda la coscienza di rispondere,credo che sia un diritto proprio chiudere un casinò quando si ha la pura che il gioco è diventato un problema per la propria vita.Nella centinaia di EMAIL facevo riferimento anche a questo.Tutti gli altri Casinò aperti non si sono opposti e hanno chiuso i miei account,ma Bokofcasino invece continua a spingermi più nel baratro offrendomi giri gratuiti con Roll e senza Grazie mille per avermi dato voce .

Dear Matej,

Please be advised that the matter is being further checked.

We will provide more updates as soon as possible.

Best regards,

BookofCasino

Good luck

Buona dera

Dear Matej,

Please note that the player has sent numerous emails through almost all communication channels. They did not structured their requests properly nor forwarded them to the designated address, thereby obstructed the whole process of handling and caused additional delays.

Once their request was properly formatted and submitted to the correct address, it was reviewed, actions were taken and their wish was granted in a timely manner - within the timeframe outlined in the T&Cs.

Kind regards,

BookofCasino

Good evening bokofcasino, I have sent numerous emails where you have always responded to me!! I had to use the different channels because none of them mentioned my request! Among other things, after having informed you of my problem on MAY 31, YOU CONTINUED TO OFFER FREE SPINS! I know that I have an addiction but I am managing it.. I have all your emails, I ask that 300 euros be returned to me.

Buonasera bokofcasino,ho mandato numerose e mail dove voi mi avete sempre risposto!! Ho dovuto utilizzare i diversi canali perché in nessun menzionava te la mia richiesta! Tra l altro dopo avervi messo al corrente del mio problema il 31 MAGGIO ,AVETE CONTINUATO A OFFRIRE GIRI GRATUITI! so che ho una dipendenza ma la sto gestendo..ho tutte le vostre e mail,chiedo che mi vengano restituito 300 euro .

Good morning .. I would like to clarify one last fundamental thing .. I was told to send an email to he specified which was the right channel..and I'm not a fortune teller..

Buongiorno .. vorrei precisare un ulteriore ultima cosa Fondamentale..a me mi e stato detto di mandare email al costumerassist@bokocadino.net..nessuno ha precisato quale era il canale giusto..ed io non sono un indovina..

Dear Matej,

Kindly note that there are additional checks undergoing.

Updates will follow as soon as possible.

Best regards,

BookofCasino

Dear Matej,

Please note that self-exclusion requests, as you are aware, are processed manually; after reviewing it, the relevant department acted in a timely manner and the account was closed on 6th of June. Additionally, in the days that followed the request, no deposits were made.

As stated, the player's wish was granted within the timeframe outlined in the T&Cs and the account will remain disabled.

Best regards,

BookofCasino

I would like to thank the guru casino for their patience, I would also like to tell bokofcasino that it was the worst and most unreliable experience of my short gambling experience, of course I did not deposit anymore I had already put everything I had, honestly I had hoped for a small refund but evidently in addition to being unfair you are also insensitive to the problem that YOU HAVE CREATED BY NOT WRITING CORRECTLY WHICH WAS THE RIGHT CHANNEL TO BE ABLE TO CLOSE THE ACCOUNT. I WISH YOU GOOD THINGS ANYWAY.

Vorrei ringraziare il casinò guru per la pazienza,vorrei anche dire al bokofcasino che è stata l esperienza più brutta e inaffidabile della mia breve esperienza di gioco d azzardo,certo che non ho più depositato avevo già messo tutto ciò che avevo,in sincerità avevo sperato in un piccolo rimborso ma evidentemente oltre essere ingiusti siete anche insensibili al problema che VOI AVETE CREATO NON SCRIVENDO CORRETTAMENTE Quale ERA IL CANALE GIUSTO PER POTER CHIUDERE L ACCOUNT.VI AUGURO COMUNQUE COSE BUONE .

Dear BookofCasino team, thank you for the provided details and looking into this issue for us.

Dear FEDEFE, since your account has been closed now indefinitely as you wanted, yet it is clear you are not 100% satisfied with the outcome, I'll go ahead and mark the complaint as 'partially resolved' in our system. I appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/it/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so there is nothing to lose. It is also recommended to have a family member or a friend to set up the password within the app and never divulge it to you, to achieve maximum safety online.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru