The player from Italy, despite having reached out numerous times via email and chat, was still unable to close her account and have her personal data removed. The casino had not responded despite the player's noted gambling problem. We had explained the difference between account closure and self-exclusion to the player and asked for evidence of her requests to the casino. However, the player failed to provide any evidence of her communication with the casino, specifically mentioning her gambling problem. Due to this lack of response, we were unable to investigate further and had to reject the complaint.
Casino Intense - Casino refuses to close the player's account.
Amount: ??
Casino Intense
Safety Index:Very lowSafety Index
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2.7
Casino Intense has a Safety Index of 2.7, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
The casino in question, despite numerous emails sent to customer service and multiple contacts via chat, refuses to close the account and delete my personal data. I have never received a response to any of the emails sent. Through chat, I once even specified that I have a pathological gambling problem, but this had no effect.
Automatic translation:
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8 months ago
Dear Oriuss,
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? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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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8 months ago
Thank you for your email. However, in the account closure request you sent me, you have not mentioned the reason why you wish to close your complaint. Do you have any email where you explicitly state that you wish to close your account (self-exclude) due to gambling addiction?
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8 months ago
Translation
No, I never said it via email. I had mentioned it in a chat with an operator. I would like to point out that the chat operators tell you that to delete the account you have to send the email but no one ever responded to the numerous emails I sent, even if only to ask the reason for wanting to close the account.
Edited
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8 months ago
Do you have any screenshots or transcripts from your chats with customer support where you mentioned a gambling problem and requested to be self-excluded?
