Casino Intense - Player's account closure request not honored.

For several days now, I've been asking the Intense Casino to close my account, but it hasn't been done yet.

Dear soniamirabile7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward the original emails showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

20. SELF EXCLUSION

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you the all future steps and what is needed from you.

  • email: support@casinointense.com

Please keep in mind that Self-Exclusion is permanent for the set time span and will not be undone for your own protection. 

During Self-Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Is support@casinointense.com the email address to which you have sent your email?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for opening a complaint, but I don't want to exclude myself from the sites I have.... because I feel good on some. I simply want them to close my account at intense casinos.

Dear soniamirabile7,

When applying for the self-exclusion or account closure, 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. 

Example:

Email subject: Self-exclusion

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

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 send another email to support@casinointense.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Hello, I would like to point out that I don't want to ask for self-exclusion, simply to have my gaming account closed and that's it, thanks

As far as I know, if I ask for self-exclusion I won't be able to use the other casinos I have....so I only ask that this account be closed and that's it, thanks

I also wanted to inform you that they have removed the live chat from me to communicate with them. The last time I spoke with an operator named Christian he told me that he would arrange for the closure. But apparently this was not the case.

Sorry, I want to close the complaint, thanks

Player's additional comments:

Good afternoon, I didn't ask for self-exclusion, they simply have to close the account and that's it. The reason is simple. Since I opened it I haven't won a single euro but unfortunately at least I think so... so I prefer to close it rather than deposit money so... thanks. However if they close it properly if they still leave it open it means that I will carry on differently thanks for your availability.

Thank you, soniamirabile7, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Thanks for everything, for the moment I don't need anything else

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, soniamirabile7, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru