The player's unable to close his account as his request is being ignored. Unfortunately, there was no response from the casino so the complaint was closed as 'unresolved'.
AstraJam Casino - The player's unable to close his account.
Black points: 100
Amount: €50
AstraJam 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.
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
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I asked several times by email for the account to be closed, this did not happen, nor did the reference to gambling addiction, so I am demanding my lost stakes back
Automatic translation:
Public
Public
2 years ago
Hello Heiko004,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Astrajam Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you request for self-exclusion in the casino? How long after your first request did you deposit? When was the last time you asked the casino to close your account and what was their respond? Can you please forward the communication with the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Wrote you an email with 3 screenshots, have since deposited 80€ and have not received any reply
Automatic translation:
Public
Public
2 years ago
Translation
No, it is no longer active, but I think I lost money because I wrote several times before to close my account due to gambling addiction
Automatic translation:
Public
Public
2 years ago
Dear Heiko004,
Can you please try to get that information from the casino? Please understand that it is important to know that how long after your request did the casino close your account as the refund depends on it.
Public
Public
2 years ago
Translation
Hello I get no more response from this casino I will try again
Automatic translation:
Public
Public
2 years ago
If you can't exactly get the date of account closure, can you please at least let us know when did you deposit into the casino for the last time - date and time.
Public
Public
2 years ago
Hello Heiko004,
Based on the proof you have provided, you have requested for self exclusion on 6.10. which is the same date as your last deposit. As closing the player's account may take up a little time depending on how fast the support get to your request, the deposit made on that day is not eligible for a refund.
Is there anything else we can assist you with?
Public
Public
2 years ago
Translation
Please, I was still able to log in and deposit afterwards
Automatic translation:
Public
Public
2 years ago
Dear Heiko004,
Please understand that the casino won't block you right after you send them your request. It has a processing time and if your account got closed within 24 hours after your request, I can confirm that it is above average time.
Is there anything else we can assist you with?
Public
Public
2 years ago
Translation
Sorry that didn't take 24 but 7 days!!!!
Automatic translation:
Public
Public
2 years ago
Translation
I would like to, I have emailed the casino several times and have received no reply
Automatic translation:
Public
Public
2 years ago
Hello Heiko004,
We will try to get the information from the casino then. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello Heiko004,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Astrajam Casino to join the conversation and participate in the resolution of this complaint.
Dear Astrajam Casino,
Can you please provide more information regarding the date of the player's account closure and recent deposits?
Kind regards,
Adam
Public
Public
2 years ago
Dear Heiko004,
There has been no response from the casino so far. I will attempt to contact them again.
In the meantime, please let me know if there are any developments.
We would like to ask Astrajam 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
2 years ago
Translation
No, there is no answer, they wrap themselves in silence
Automatic translation:
Public
Public
2 years ago
Dear Heiko004,
There has been no response from the casino, despite repeated attempts to contact them.
I'm afraid there is nothing that we can achieve without their cooperation. The casino is licensed in Costa Rica. Unfortunately, this regulator is known for being completely passive regarding player complaints so there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I am sorry we could not be of more help on this occasion.
Best regards,
Adam
