The player from Greece had requested his account to be closed due to a personal decision to stop playing. The casino had initially offered bonuses to keep the account active and ignored the closure request after the player refused. The Complaints Team had clarified the difference between account closure and self-exclusion, and asked for the player's reasons. The player confirmed that he wanted to stop playing altogether. The account was eventually closed successfully, and the complaint was marked as resolved by the team.
Bizzo Casino - Player struggles to close casino account.
Amount: ??
Bizzo Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I have been asking since yesterday for my account to be closed. They are not responding and appear to be deliberately delaying. Initially, they tried to persuade me with bonuses, but the moment I refused, they started ignoring me.
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6 months ago
Dear Carvingelite,
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.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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6 months ago
Translation
I want my account closed because I decided to stop playing altogether
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6 months ago
I'm sorry but we are able to assist only those players who wish to self-exclude due to gambling addiction. Could you please advise if that is your case?
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5 months ago
Dear Carvingelite,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
My account has been successfully closed
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5 months ago
Dear Carvingelite,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
