24slots Casino - Player's account closure request is delayed.

On November 5th, I requested to close my account and they still haven't responded. In the meantime, I've spent 500€, and I mentioned in my request that I have a gambling addiction problem.

Dear Espabila,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your account currently blocked?
• Have you received any reply to your request whatsoever?
• Could you please forward your account closure requests in which you informed the casino of your gambling problems to me?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Espabila,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.