The player's self-exclusion failed as the casino reopened his account. Unfortunately, the casino failed to respond and we were forced to close this complaint as 'unresolved'.
Ardente Casino - The player's self-exclusion failed.
Black points: 272
Amount: €370
Ardente Casino
Safety Index: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.
4.0
Ardente Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Hello fossa1985,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Ardente Casino. Please allow me to ask you a few more question before we would move forward.
Did you ask the casino for account closure or self-exclusion? Was your account blocked right after you asked for it? Did you contact them with this issue? If yes, what did they respond?
Please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
Public
Public
2 years ago
Translation
From the screenshot that I sent you by telegram you can see that I asked for self-exclusion for 6 months and they assured me that for 6 months the account could not be opened more proof than this look, I don't know what to say.
Automatic translation:
Public
Public
2 years ago
Translation
Yes, however, I asked for self-exclusion for six months and they closed it immediately. But with a simple email the day after me the year reopened it does not work like this after I explained the problem to them
Automatic translation:
Public
Public
2 years ago
Thank you fossa1985 for all the information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello fossa1985,
I will take care of your complaint from now on. I am now going to contact the casino representatives and invite them to participate on the resolution of the issue.
Public
Public
2 years ago
Translation
They didn't answer so the case is closed or are you trying to contact them?
Automatic translation:
Public
Public
2 years ago
Hello fossa1985!
As there hasn't been any response to this date, we we are going to contact the representatives one more time and try to ask them to reply to this complaint. The timer will be extended by another 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.
Public
Public
2 years ago
Translation
Ardente didn't answer for the second time, now what's up? Can't we do anything else?
Automatic translation:
Public
Public
2 years ago
Dear fossa1985,
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
