Casino Intense - Player's account closure request is delayed.

I have been trying to close my account for a month due to gambling problems. I have specified the issue, and all they say is that they will close it eventually, but they only offer me bonuses instead of closing my account. I just want them to close it with no option to reopen it.

Hello Vrossi166,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Intense. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when was the first time you mentioned gambling addiction to the casino?
• Was your account open all along or did they close it at any time?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

The first time I mentioned the audition was on December 12th, since then they no longer respond to my emails, and the ones I send they only respond with bonuses to get me to play again, but they don't close the account.

It was closed for a while but they reopened it by offering me a bonus if I opened it again.

Just yesterday via chat, but they told me the usual thing, to send an email and another independent department would be in charge of closing it.

Hello Vrossi166,

Please forward the initial self-exclusion request, where you did mention gambling addiction to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear Vrossi166,

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.