The player from Germany had requested account deletion but was being persistently questioned by the casino despite having expressed a desire to no longer discuss the matter. The player had expressed frustration over the casino's insistence on the reasons for his account closure, feeling it was unnecessary given his clear request. After reviewing the situation, we concluded that the casino's questioning was related to player protection protocols. The complaint was then closed, and the player was advised to pursue self-exclusion for further protection from gambling.
24slots Casino - Player's account deletion request is ignored.
Amount: ??
24slots Casino
Safety Index:Very lowSafety Index
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2.2
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Closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I requested account deletion and closure in the chat and they keep bombarding me with questions about why and so on. I told them I've lost too much money recently and don't want to discuss it further, but they insist on helping me with my problem and say we should talk about it. What kind of lousy company is this? I waited a week for a small withdrawal and had to take a picture of my face with my ID next to it. Try doing that; it's not easy to get both in the picture and make the ID readable at the same time.
Automatic translation:
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3 months ago
Dear ImbaB,
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 the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problem).
Based on the description of events the casino seems to ask for the reason of your account closure to determine whether to enact the player protection or not.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you requested to unsubscribe from marketing communication of the casino?
- Is stopping to use the website a valid option for you?
- Is using a third-party tool to block your access to the website a valid option for you? https://de.casino.guru/verantwortungsvolles-spielen#apps-und-tools
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Dear ImbaB,
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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2 months ago
Translation
It's true that I swore, and even more than has been claimed here, because it cannot be that a player submits a request to have his account deleted and blocked and, when asked by the employee, even states the reason for the blocking that he simply lost too much, and the employee then asks what the problem is and that the situation should be explained in more detail! I felt the last straw at that moment. I don't care whether the account has been deleted now, I won't use this site anymore after this behavior anyway and I advise others not to use it either, which is what I was trying to do in this post. Thank you very much for your help and your work, I really appreciate it.
Automatic translation:
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2 months ago
Thanks for your reply.
We believe the best player protection you can ask for from the casino directly is self-exclusion due to gambling problems. In such cases, if you inform the casino about struggling to control your gambling or having gambling problems, the casino should close your account permanently and reasonably protect you from ever playing there.
When it comes to self-exclusion you should also follow these recommendations:
Confirm Self-Exclusion with Casino
- Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
- If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.
Keep Proof of All Relevant Communication
- Keep records of all communication regarding your self-exclusion request.
- If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.
Complete Verification Process (KYC)
- If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
- This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.
After considering the circumstances of your case, we'll close it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
