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

Will mein Konto nicht schliessen gibt weiter Bonus

Dear bonmii, 

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). 

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 veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear bonmii,

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.

Guten Abend

Also habe Casino intense mehrmals über meine spielsucht informiert ...hatte sie in den letzten Jahren mehrmals darüber informiert einen kleinen Sohn zu haben und süchtig sei und das Konto schliessen zu wollen aufgrund meiner Sucht!

Als ich dies am 2.1.2025 erneut tat und dann erneut im Chat angefragt habe für die Sperrung haben sie mir erneut Bonus gegeben plus mir gesagt dies dauert paar Tage......habe mir Mühe gegeben nichts einzuzahlen....sie haben die Sperrung dann zwar durchgeführt konnte das Profil wieder eröffnen mit dem zurücksetzen des Passworts...... Ich will los kommen und sie lassen mich nicht gehen ....bitte helfen sie mir

Thank you for your email. It seems there might be a misunderstanding. I kindly ask you to provide either the chat transcripts (or screenshots of your chat communication with customer support) or the original emails you sent to the casino requesting the closure of your account due to gambling addiction.

Please forward them to me at veronika.f@casino.guru so we can proceed with the investigation.

Thank you for your cooperation.

Dear bonmii,

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.

Thank you for your email.

When applying for the self-exclusion, always 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Casino Intense,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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 fill out this form and send it to the casino at support@casinointense.com, and add my email address (veronika.f@casino.guru) as a CC. Thank you for your cooperation.

Habe ich gemacht

Thank you very much, bonmii, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello bonmii,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Intense,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Sie können die Beschwerde löschen

Wir haben es geregelt

Dear bonmii,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru