Casino Intense - Player struggles to lock his account.

Ich versuche seit ewigkeiten mein Konto bei diesem Casino zu sperren. Egal wie oft ich Kontakt aufnehme, es passiert einfach nichts.

Dear MrSpid3r,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the general T&Cs and I found this:

"6.5 If your Account has a positive balance, you have the right to close it, by making a request to our Customer Service Team. In this case, you will be sent the sum remaining to the credit of your Customer Account by a method of payment decided by us."

How many account closure requests did you send and when did you send the last one? What was the reason for this request? Additionally, please forward me the account closure request. My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Ich habe bestimmt 10 Anfragen über die letzten 12 Monate gesendet. Mein Konto ist genau auf 0.

Das ist eine ehre Rudimentere anfrage. Ich habe diverse deutlich aufendwigere geschrieben, alle ohne antwort

Thank you for your reply, MrSpid3r. Unfortunately, unless you specifically requested self-exclusion due to gambling problems, we cannot penalize the casino for not closing your account. If you feel like you need to close your account due to problem gambling, I would recommend that you send a new self-exclusion request.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Casino Intense and keep me informed about any further developments. Thank you in advance.

Ich brauche wirklich Hilfe in diesem Fall... in allen anderen Casinos habe ich mich inzwischen unterkontrolle bzw. ausgeschlossen. Nur hier klappt das einfach nich

Habe jetzt erst gesehen das die Nachricht von Ihnen noch weiter ging... Werde noch mal eine Mail senden.

Have you already sent the self-exclusion request following my instructions? Could you please advise if you still have access to your casino account?

Dear MrSpid3r,

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.

Ich habe keine antwort bekommen und immernoch access auf meinen Account

Please, forward the request to kristina.s@casino.guru. Thank you.

Dear MrSpid3r,

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.

Was genau soll ich dort einfügen?

Thank you very much, MrSpid3r, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Vielen Dank. Wie genau geht es den jetzt weiter?

Dear MrSpid3r,

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

Hello MrSpid3r,

Hello Casino Guru team,

First of all, we're sorry to hear that you encountered yourself in this situation.

After reviewing your account and getting in touch with the support team, you're indeed in your right to close your account. The support didn't actually do it before as every time you requested a closure, you made a deposit right after, canceling your closure application in this way.

Rest assured that we took your request seriously and at the time of this posting, your account has been closed. 

Best regards,

Dear MrSpid3r,

may I kindly ask you to react?

Entschduldigen Sie.

Ich habe diverse Anfragen gestellt, auch wenn mein Konto leer war. Habe zudem nie eine Antwort auf irgendeine Mail erhalten und immer wieder das versprechen vom Supportchat erhalten das Sie es weiter geleitet haben, ohne das je etwas passiert wäre.

Mein Konto schein aber jetzt gesperrt zu sein.

Allein die Tatsache das man sich nicht selber sperren kann, bzw. das nicht über den Chat funktioniert, ist für mich eine frechheit sondergleichen

Dear MrSpid3r,

Please, could you provide me with the response you received to this email from the casino team? Also, could you specify when it was sent, and how long it took for the casino to close your account?

Dear MrSpid3r,

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.

Ich habe keine Antwort erhalten. Ich habe noch nie eine Email von Casino Intense erhalten. Außer Werbung

Deear Casino Intense,

Please, could you explain how a player can close their account just by depositing?

It is evident that the player has informed you about their gambling addiction in this email.

Could you please explain how long it took to close his account after the email mentioned above? We believe that when a player informs the casino team about a gambling problem, the account should be closed as soon as possible (within a maximum of 3 business days from the request), regardless of whether they continue to deposit or not.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received a further response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint at any time.

Dear MrSpid3r,

I am very sorry, but since the casino team stopped responding, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

See the reopen message from the casino team below.

Dear Casino.Guru and MrSpid3r,

Thank you for bringing your concerns to our attention. We apologize for the delayed response.

Upon reviewing your account, we noticed that you were actively using the bonuses sent to your account and did not request a closure during that period. However, as soon as you informed us about your gambling problems, we promptly closed your account in accordance with our responsible gaming policies.

We understand the seriousness of gambling-related issues, and your well-being is our priority. We appreciate your understanding and cooperation in this matter.

If you have any further questions or require additional assistance, please do not hesitate to contact our customer support team.

Thank you for your patience and understanding

Dear MrSpid3r,

Please, could you respond to the casino statement? Also, could you specify how long it took for the casino team to close your account after you mentioned the gambling problem?

Dear MrSpid3r,

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, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.