Casino Intense - Player’s several requests for self-exclusion have been overlooked.

On the 3.7.2020 I have requested 7 times to be self excluded and for them to return my deposits, I have had no response from them and they keep saying they sent a request, there is a total lack of responsibility from them and the service they provide is an absolute disgrace, I wouldn't trust the entire casino intense and there practice is poor. What does it take for them to just close an account for a customer.

Dear Ellis,

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 a self-exclusion? 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? On what grounds did you request your deposits to be refunded?

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 emails 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

Hello yes I sent email and they have closed account please can u request a refund for my deposits, as they have yet to respond to my complaint made about the financial hardship they have caused by not closing my account on the 3.7.2020 this took them three days to just close the account this is not good customer service, even when I said I had a gambling issue and tried to close my account they tried to probe me to stay on it.

Thank you very much Ellis for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I am still awaiting a full response from casino intense for the complaint made to them and they have yet to offer me an explanation of there irresponsible practice towards me, I requested a refund for the financial hardship they have caused me and still nothing, there practice and there customer service is to a very poor standard, why can't they just respond and acknowledge my complaint I made.

Hello Ellis.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I have no response from casino intense but I have a response from the lisensing authority so will reply to them

Hi Ellis

I am sorry you have had this experience with us and we will do all we can to resolve this issue.

I dont want to ask for personal details from you on a website, so can you please email me directly neil@intenseaffiliates.com with all the details and I will get this sorted out for you.

Thank you

I have sent Neil an email and am just waiting, he assures me the matter will be resolved and he has escalated to the owner of the company. I'll keep u updated to see if my complaint does get dealt with appropriately.

Spoke to manager who is currently dealing with the situation and has been very responsible in helping the above case looks like it is being dealt with.

Dear Ellis.

Glad to hear about that. PLease, could you inform us when your issue gets resolved? I am extending the timer by 7 days.

It was agreed between the player (Ellis) and support that 'X' amount of money would be refunded to the account of the player, which was accepted and bank details were sent over to our Support team and the money was sent back the same day and it has been confirmed the money has been received by the player.

We believe the matter to now be resolved.

Hello Casino Intense team.

Glad to hear about it. Thank you for your cooperation in this case.

Hello Ellis.

Please could you confirm the casino statement?

Hello yes however they also said they would escalate the rest and see if I can recive the rest. Put as resolved for now thank u

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru