Casino Intense - Player's account has been closed.

Given that I have asked several times to self-exclude myself, in chat and various emails that operators give different. I would have avoided losing almost 5,000 euros. However I try again with the last few euros and you manage to win, I immediately ask for a withdrawal but nothing moves, I write in the chat and they tell me that I asked to close the account!!!! the day before they told me that if you pay, they can't block it, if I withdraw, yes???

Dear alessanmarchetti1977,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when was the first time you requested the self-exclusion? Have you ever stated that you have a gambling problem and therefore, you request to be blocked? Was your account fully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi, at the moment the problem is that I want to withdraw the winnings

I lost my winnings, now I want my account to be closed as per dozens of requests

I'm sorry to hear that you lost your winnings already.

When applying for the self-exclusion, 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. Thank you in advance.

Dear alessanmarchetti1977,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional comments:

Salve, ancora non mi hanno bloccato e io vado in rovina

Dear alessanmarchetti1977,

Thank you for getting back to us. After reviewing the email you forwarded, it appears that you haven't provided a specific reason for requesting the blocking of your casino account when contacting the casino directly for self-exclusion. I have shared a template with you, and I kindly request that you utilize it to send another email explicitly stating the rationale behind your decision to have your account blocked.

Good morning! I wrote an email yesterday and mentioning casino guru they blocked accounts in a very short time, this means that they are smart and incorrect, I guarantee you that it is the first site that does not block me, all the others, as soon as I wrote, even in chat they immediately took care of it without causing any problems, thank you casino guru!!!

Did they reply to you that the account was closed in April... and yesterday they closed it again? 😃

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alessanmarchetti1977, for your cooperation and 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