Casino Intense - Player’s attempts to close her account have been overlooked.

I deposited and €200 as I was sent email saying I could claim back 100% on losses. I contacted support when I lost and she told me she would add losses. I checked they wasn’t in my account so contacted support she told me to wait a bit which I did. I received an email saying the losses of €200 where added. Again I check nothing there contacted support and was ignore for the best part of an hour. My messages were read but no reply.

Previously I asked for my account to be closed which it never was and have spent a further €600 which wouldn’t have been spent if they had closed my account

Dear Joanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://www.casinointense.com/en/:

„ To close your User Account, send an email to Support@casinointense.com stating your account details and intention to close the account."

Is this the email address that you have sent the email to?

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

Dear Joanna,

Thank you for forwarding the communication. Unfortunately, it can’t be used as a proof of requesting an account closure. Could you please advise if your account is still opened? Would you like to proceed with this complaint and close it, or even request a self-exclusion? 

Dear Joanna,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I told live chat to close my account but was ignored. Can we request all conversation of my on live chat.

I did request for it to be closed again and told the woman in live chat not to ignore as had been a week before

Dear Joanna,

I would strongly recommend to send an email to support@casinointense.com stating your account details and intention to close the account. Please let me know when you do. Thank you in advance.

Dear Joanna,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I have replied lots of tunes you just keeping telling me to reply and I have but never get a response

Dear Joanna,

Do I understand it correctly that you have sent emails requesting your account closure, but never received any reply and your account is still accessible?

My account is not accessible now. My problem is I would never have spent more in this casino if they had listened when I first asked

Do I understand it correctly that your account has been closed after sending an email to support@casinointense.com? Thank you.

Yes

Thank you very much, Joanna, for the update. Do I understand it correctly that your problem has been resolved? For the future references, please understand, that if you wish to close an account you need to contact relevant department in the casino. 

Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Well you didn’t really help me. I did it myself but never received my money back

Dear Joanna,

Firstly, I would like to emphasize that nobody else is able to close your account only yourself. Once you have decided to close it, you had to follow specific procedures, in this case, it would be sending an email to support@casinointense.com. As you confirmed earlier, your account got closed immediately after you have followed the required steps.

Secondly, as soon as you mentioned that you would like to close your account, that became a priority when resolving your problem. From my point of vue, your problem has been managed properly. Please understand you can’t have it both ways, to receive cashback bonus and to close your account in the same time. I believe that I have navigated you appropriately through this case and I’m sorry if you feel the opposite.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

firstly I think you need to get the facts right before you come with attitude with me. I never received any bonus while asking for my account to be closed that is a lie.

Secondly I have been told by numerous people you work with that casino so this is why you don’t help. Don’t what you please as you haven’t helped me and have received false information

I’m only stating facts from your replies. In your very first one you mentioned that you have received an email saying you could claim back 100% on losses (cashback).

Additionally, I’m sure you understand that I don’t work for Casino Intense, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your issue. Could you please advise what would be an acceptable solution for you in this case?

I never got any bonus they said they would before I said I wanted to close but never got one. There is nothing else you can help me with. I can’t get the money back

Dear Joanna,

I'm very sorry, but I believe that I’ve analyzed your complaint and explained it correctly.

If you don’t agree with my decision, I would suggest contacting the Gaming Curacao Authority by following the link below:

http://www.gaming-curacao.com/

Please use this complaint as a reference when you will contact them.

Thank you very much for your understanding.