HomeComplaintsCasino Intense - Player's attempts to self-exclude are being ignored.

Casino Intense - Player's attempts to self-exclude are being ignored.

Amount: €3,000

Casino Intense
Safety Index:Very low
Submitted: 27 Mar 2023 | Resolved : 12 Apr 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Germany attempted to self-exclude in the casino, but his attempts are being ignored.

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1 year ago
Translation

I want to close or ban my gaming account due to game addiction

And I have applied several times by email and of course by chat nobody is interested in that and there is no valid email address I have been waiting for an answer for 4 months

Automatic translation:
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1 year ago

Dear arian9595,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino terms and conditions and found this:


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.

Have you tried contacting the casino using the email and requesting the self-exclusion that way? Would you be able to forward emails with the original request of self-exclusion to my email tomas@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,

Tomas

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1 year ago

Dear arian9595,

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.

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1 year ago

We've received the following message from the player:


"Guten Tag Herr tomas

Danke für ihre hilfe mein spiel konto bei casino intense ist endlich gerade gesperrt. Ich bedanke mich ganz herzlich 

Mit freundlichen Grüßen 

Valizadeh "


Dear arian9595,

I'm glad to hear that your game account has been closed. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru

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