Casibom Casino - Player's account remains open despite self-exclusion request.

Good afternoon, I requested a self-exclusion from this casino on the 12th, both via the platform and in the chat, due to a gambling addiction! A gambling addiction! What is certain is that they did not close my account, and because of my illness, I continued to bet all my money, even after requesting the closure. I am requesting a full refund of my money, which in this case is 1000€ that was never withdrawn. Now they don't even respond to me in the chat. This was all a trap to steal my money. I have seen numerous complaints about this casino and am requesting your intervention as I want the 1000€ refunded and the permanent closure of the account, or I will proceed to court on this matter and seek compensation.

It is regrettable to take advantage of people's vulnerabilities!

Dear Mcmp, 

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). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon Veronica, I initially asked in the chat for the account to be permanently closed due to gambling addiction, I was told that I would have to close it via the platform and that's what I did.

I received an e-mail and confirmed the cancellation. However, the account was still accessible, all I had to do was go to the chat and ask for it to be reopened and they reopened the account even with the request for self-exclusion due to gambling addiction.

The same thing happened today when I received an e-mail informing me that I had a weekly cashback and that if I wanted to receive it I could request the account to be reopened, which I did.

As you can see, this casino offers no security whatsoever !!!!

Unfortunate

They indicate that the account was suspended but the account was never suspended, it was deleted for solicitation and gambling addiction!

Thank you for sending me the email. However, I need the email you sent to the casino with the request to close your account. Please forward it to me along with the casino's reply at veronika.f@casino.guru.

Dear Mcmp,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.