Casino Intense - Player's account was reopened.

Hi, I'm writing about it. At a request. Account closure carried out on March 29, 2023 sent by email with a request to close the gaming account because I found some rules unfair and because I was losing a lot of money and it became a problem. I wanted. Be protected, but speaking. In chat with both Christian and Silvio (they are. The only two that exist on this mess) and this is already there. Says a lot about them, let's move on. In fact I ask for. Account closing chat they tell me to send an email. At support@casinointense.com for closing and within three days it would have been. Closed. After about ten days I access the. My account and I notice that it has not been closed, no mail. In response no closing, nothing at all, I keep the. I count the pending for a month and of. From time to time this month I find myself free bonus even without depositing money, the. Obvious disease that I have leads me to play bonuses without depositing, but. Then after. One month I go back to it and I start. Deposit the. Sum of 1280 euros, I request reimbursement of deposits for non-protection. Of the player and I ask for definitive closure of the account without being able to reopen! I ask for some help with the. Heart in hand to make me recover these deposits and to make me close the. I count immediately! I have all. Proof of payments and email. Send to Support..... Stay away from this casino it doesn't pay les. Wins does not protect the player and in my opinion he has the rigged rtp. They manage the account to make him win or lose and I am more than certain of this, thanks and I hope. Can you help me

Dear rotellachef,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, please let me explain the difference 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 with gambling problems).

Could you please specify the reason for closing your account or did you mention your gambling problems to the casino support? Would you be so kind as to forward me the account closure request that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hi Thomas, I shot you there. Mail, I hope you can help me, I await your news

Thanks for your email.

I am very sorry for the difficulties you are going through.

Did the casino reply to your email regarding the closure of your account? Did the casino acknowledge they knew about the problem? Is your account currently closed?

I'll await your reply.

Dear rotellachef,

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.