HomeComplaints5Gringos Casino - Player cannot close his account.

5Gringos Casino - Player cannot close his account.

Amount: ??

5Gringos Casino
Submitted: 14 Jan 2025
Case opened Current status

Waiting for player to reply

2d 18h 16m 35s

Case summary

The player from Italy is unable to delete his casino account, despite attempts to request closure through chat and email. After refusing to stay, he has not received further responses to his emails, leading to a two-week delay in addressing his request.

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Translation

Good day, I would like to file this complaint. I want to delete my account from this casino, but it is impossible. The chat says they cannot close it and that I need to contact them via email. When I do, they reply that they are sorry and try to convince me to stay, but after I refuse, they stop responding to my emails. It's been 2 weeks now, and I was wondering if you could do something about it.

Automatic translation:
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Dear marcomericomm, 

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 a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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Thank you for your email. In the screenshots you provided, you mentioned that the reason for closing your account is that you want to stop playing.

Please note that we can only request the casino's assistance with account closure requests in cases where the player wants to close their account due to gambling addiction, and the casino fails to honor this request.

If you want to close your account due to gambling addiction, please apply for self-exclusion. You have to clearly state the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.


Example:


Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."


If you want to close your account for any other reason that is not related to pathological gambling and the casino does not want to close the account, you can simply stop visiting the casino website. Please let me know what your preferred course of action would be.

marcomericomm has 2d 18h 16m 35s to reply

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