The player from Austria had requested account closure through an email, citing excessive losses as her reason. The online casino had not yet actioned it. We had advised the player that casinos were not obligated to close accounts unless there was evidence of gambling problems. The player was encouraged to unsubscribe from all casino communications and stop using the account, as most online casinos eventually close inactive accounts. The player later confirmed that her issue had been resolved.
24K Casino - Player's request to close account is ignored.
Amount: ??
24K Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.8
24K Casino has a Safety Index of 2.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I want to close my account and have already explained the reason for my decision via email, but you are not closing it.
Automatic translation:
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9 months ago
Dear Gluecksmaus,
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 account anytime, and 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 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 kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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9 months ago
Translation
I would like to permanently close my account because I have already lost too much money and it is not possible to win at this casino
Automatic translation:
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9 months ago
Thank you for your reply, Gluecksmaus. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they clearly express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.
If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
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9 months ago
Dear Gluecksmaus,
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.
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9 months ago
Dear Gluecksmaus,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
