21 Casino - Player wishes to reopen his account.

I had blocked myself for 6 months from 22/8/2020, after 22/2/21 I sent an email to reactivate my account, they asked me for an email but they do not remember which mail I had an account with, I gave them all the other details such as username etc and I told them to tell me the mail I had made an account to proceed, I did not receive any response, I sent 3 times mail, they told me that in 10 days they will move forward, 12 months passed and they did not send mail, I sent mail again and they told me to wait, I waited about 1 month, I sent emails again and they do not answer me, unacceptable

Dear giannis400,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, I would like to point out that the casino isn’t obliged to reopen your account. However, I have checked the Responsible gambling section and I found this:

"You are also able to request that your account be self-excluded for an indefinite period. Should you wish to undo the indefinite self-exclusion, you may contact our Customer Support Team to request this. Any cancellation of an indefinite self-exclusion will only be applied after a 7 day waiting period has lapsed at which point your account will be reopened."

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Lastly, I would like to know what the disputed amount of €100 stands for. Are there any funds being held by the casino? 

Looking forward to hearing from you.

Best regards,

Kristina

Dear giannis400,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.