The player from Germany was dealing with gaming issues and had requested for account closure. Despite multiple requests, the account remained active and she continued to receive email offers from the casino. In addition, she had deposited 50€ after requesting closure and was uncertain about its refund. The Complaints Team had advised her to send another self-exclusion request to the casino with clear and specific details, and to keep them informed about any developments. However, due to the player's lack of response to the team's messages and questions, the complaint had been rejected. The team was unable to proceed with any further investigation or provide potential solutions.
BookofCasino - Player’s request for account closure has been ignored.
Amount: €50
BookofCasino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
Hello,
I have been struggling with gaming issues recently and hence, I've requested my account to be closed.
- via chat: the employee writes that he will forward it
- I've written an email stating that I have some issues with the games and my account needs to be closed immediately.
- Reply: I was told to write to a different email address. I did so, and the response was asking what the issue is. I informed them that I do have some problems.
On April 4th, I received an email saying 150 free spins were waiting for me in my account. What a joke.
In the meantime, I deposited another 50€ after requesting closure. I’m not sure if I can demand a refund for this.
My account is still active.
Automatic translation:
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6 months ago
Dear Jenny1306,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings BookofCasino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@bookofcasino.net (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Dear Jenny1306,
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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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
