Casino Intense - Player’s account closure request is ignored.

I have repeatedly requested via email for my account to be closed, but I have never received a response.

Dear 6rk2kfj4jd,

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 gambling problems).

• 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 tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Thanks for your emails.

• Do I understand correctly your account is still accessible to you?
• Was the email you sent on 6/8/2024 the first attempt to self-exclude in the casino?

If you have other accounts open in online casinos I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

I'll await your reply.

Yes I can still log in..my account is still active as of today 08/20/24

Dear Casino Guru and 6rk2kfj4jd,

Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced.

Upon reviewing your account, we noted that while you had requested the closure of your account, there were also deposits and bonuses received on the same day. Specifically, you received cashback and other bonuses during this period. Due to the acceptance of these deposits and cashback, your closure request was rendered null.

Please be assured that your account is now closed as per your request. We appreciate your understanding and patience in this matter.

If you have any further questions or need additional assistance, please do not hesitate to contact us.

Best regards.

Ok account closed…I confirm but will no longer send emails or text messages to my address/mobile number?

why did I activate any bonuses yesterday etc…

thanks for what you managed to do

Thanks for the update to both parties.

Dear Casino Intense,

Please note if the player informed you about a ludomania (problem gambling) which means swift measures should have been taken, instead of invalidating requests.

Dear 6rk2kfj4jd,

When did you deposit following your self-exclusion request made on the 6th of August?

May we consider the issue resolved?

Yes, issue solved…

A thousand thanks

Dear 6rk2kfj4jd, 

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru