The player from Austria has been trying to close the account due to a gambling problem. Unfortunately, all the enquiries were ignored. Player’s complaint has been resolved successfully.
Casino Intense - Player’s attempts to self-exclude herself have been overlooked.
Amount: ??
Casino Intense
Safety Index:Very lowSafety Index
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1.8
Casino Intense has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Self-exclusion due to gambling addiction is not made, no reply to mail already written many times but no reaction. STAY AWAY FROM THIS ILLEGAL CASINO
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2 years ago
Dear Gluecksmaus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the 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 clearly stated the reason why?
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
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2 years ago
Thank you, Gluecksmaus, for the forwarded communication. I have checked the general terms and conditions and this is what I found (here):
"Closing your User Account:
3.7 You have the right to cancel your account or a particular subscription at any time. You understand and agree that, except as expressly provided by law, the cancellation of your account or a particular subscription is your sole right and remedy with respect to any dispute with SterplayHoding or its licensors.
3.8 To close your User Account, send an email to Support@casinointense.com stating your account details and intention to close the account."
Could you please advise if this was the very first email that you sent to casino?
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2 years ago
Translation
Exactly to this email address I asked the 1x on 29.6 for self-audit
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2 years ago
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Additional comments from the player:
"Thanks, account has just been closed
Warm greetings
Ingrid R******"
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2 years ago
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Account has already been suspended so case resolved thanks
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2 years ago
Thank you, Gluecksmaus, 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.
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gluecksmaus , 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
