AstraJam Casino - The player's unable to close his account.

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

Hallo Nick,

vielen Dank für die Beschäftigung mit meinem Fall.

Genau, ich habe hier um Dauerhafte Schliessung, self exclusion gebeten damit ich nicht noch mehr Geld dort einzahlen und verlieren kann, Spielproblem ist gelegentlich vorhanden.

Viele Grüße

Diepatin

Hi Nick, meine Beschwerde enthält persönliche Daten und war nur für Sie gedacht und sollte nicht sichtbar für alle sein. Bitte können Sie das ändern. Danke und Gruss

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.

Hallo,die Mail habe ich weitergeleitet.Das casino heisst Astrajam,Mr.Bit taucht in den FAQs auf,so als wäre es kopiert worden oder nicht geändert.danke.

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)?

Hallo Nick,danke ja ich habe Ihnen die Mails eben alle geschickt.danke.diepatin

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.

Hallo Nick,ich habe eine weitere Anfrage geschickt,siehe Mails.Das Konto ist noch offen und alles möglich.danke diepatin

Hallo Nick,das Konto wurde noch nicht gesperrt oder geschlossen.Keine Antwort auf meine Mail erhalten.Bitte greifen Sie jetzt ein.Danke.

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

Hallo Nick,es ist immer noch geöffnet.Danke,Grüße,diepatin

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.

Hallo Jozef,vielen Dank für die Unterstützung und viel Erfolg.Grüße

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’.

Dieses Casino wird Betrug sein.Gut wenn es gelöst und meine Einzahlungen an mich zurück gezahlt werden.Danke.

Hello!

We apologize for the long wait for a response from us.

The player's account has been suspended indefinitely at them request.

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.

Hallo Jozef,danke.Bis heute habe ich selbst keine einzige Antwort auf meine vielen Nachrichten von Astrajam (wenn es das wirklich gibt) bekommen.Ich hätte meine Einzahlungen so wie von Nick erwähnt gerne wieder.Meine Bankdaten kann ich bei Bedarf zur Verfügung stellen.Grüsse

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.

Hallo Jozef, hallo Astrajam,

die Kontoschliessung wurde am 12.08.22 (!) beantragt,seit diesem Tag konnte ich weiterhin aktiv sein,das war ich aber nicht.Sie haben nicht ein einziges Mal auf meine wirklich vielen Mails geantwortet und das Konto haben Sie mit einer leichten Verzögerung geschloßen?Das ist an Dreistigkeit schwer zu überbieten.Verantwortung und Ehrlichkeit?Da war meine Einschätzung leider richtig.Grüße

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.

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.

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

jozef.k@casino.guru