The player's unable to close his account as the casino is non-responsive. The casino team first cooperated, but later stopped responding. We were forced to close the case as 'unresolved'.
AstraJam Casino - The player's unable to close his account.
Black points: 292
Amount: €575
AstraJam Casino
Safety Index:LowSafety Index
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3.5
AstraJam Casino has a Safety Index of 3.5, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Failed self-exclusion
UNRESOLVED
Case summary
2 years ago
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2 years ago
Hello Diepatin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
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).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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2 years ago
Translation
Hello Nick,
Thank you for dealing with my case.
Exactly, I asked here for permanent closure, self exclusion so I can't deposit more money there and lose, gaming problem is present occasionally.
Many greetings
The godmother
Automatic translation:
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2 years ago
Translation
Hi Nick, my complaint contains personal information and was meant for you only and should not be visible to anyone. Please can you change that. Thanks and regards
Automatic translation:
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2 years ago
Can you please forward your initial request to close your account which you sent to Mr Bit? Please send it to nikolas.b@casino.guru.
Also your post is now changed.
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2 years ago
Translation
Hello, I forwarded the mail. The casino is called Astrajam, Mr. Bit appears in the FAQs as if it had been copied or not changed. Thanks.
Automatic translation:
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2 years ago
Hello,
The e-mail address you sent your request seems from the e-mail to be an automatic address. Did you try to contact the casino directly on their support e-mail (support@astrajam.com)?
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2 years ago
Translation
Hello Nick, thank you, yes, I just sent you all the emails. Thank you, godmother
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2 years ago
Hello Diepatin,
Based on the e-mails you provided, I can say for sure that as long as you do not mention gambling addiction or gambling issues, the casino is not obligate to self-exclude you.
Be sure to request again with the gambling issue mentioned and if they won't close it after that, we can try to intervene.
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2 years ago
Translation
Hello Nick, I have sent another request, see mails. The account is still open and everything is possible. Thanks to the godmother
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2 years ago
Translation
Hi Nick, the account has not been banned or closed yet. No reply to my mail. Please intervene now. Thanks.
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2 years ago
Hello Diepatin,
Thank you for additional information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Hello Nick, it's still open. Thanks, regards, godmother
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2 years ago
Hi Diepatin,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Translation
Hello Jozef, thanks for the support and good luck. Greetings
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Translation
This casino will be a scam. Good if it is solved and my deposits returned to me. Thanks.
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2 years ago
Hello!
We apologize for the long wait for a response from us.
The player's account has been suspended indefinitely at them request.
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2 years ago
Dear Astrajam Casino team.
Thank you very much for your cooperation. Please, could you specify the date when the account was suspended, and why the player's requests were ignored? I understand that unspecified account closure may take some time, but when a player mentions gambling problem, the account should be closed as soon as possible.
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2 years ago
Translation
Hello Jozef, thank you. To date I have not received a single answer to my many messages from Astrajam (if that really exists). I would like my deposits back, as Nick mentioned. I can provide my bank details if required. Greetings
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2 years ago
Hi Josef!
The user's account was blocked on September 9, with a slight delay - after the problem was indicated by the player about the game addiction. All emails from the player have been answered.
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2 years ago
Translation
Hello Jozef, hello Astrajam,
the account closure was requested on 08/12/22 (!), since that day I could continue to be active, but it wasn't me. You didn't even reply to my really many emails and you closed the account with a slight delay? That's hard to beat in terms of audacity. Responsibility and honesty? Unfortunately, my assessment was correct. Greetings
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2 years ago
Dear Astrajam Casino team,
although the player's initial (12th August) request does not contain information of gambling problem. I believe the email from 31st August is quite clear, and it was sent to your support. Please could you explain why it was ignored? Concluding the information that his account was closed 9th September. I would not consider it as slight delay.
Be aware that evidence is not visible to the public, and second screenshot is just translated original.
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint at anytime.
Dear Diepatin,
I am very sorry about the situation. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. Unfortunately, the casino is licensed in Costa Rica, this regulator is known for being completely passive about the players issues.
Let me know if you need further assistance.
Best regards, Jozef
