CasinoMarriott - Player’s attempts to self-exclude themself have been overlooked.

For context, my issue with gambling is triggered by a dip in my mental health, gambling then damages my mental health either further, so it takes a bit of effort for me to stop.

Since May I have been asking to close my account with Casino Marriott because of the above. I've explained my issues on live chat and email and still my account remains open.

I've lost a lot of money, A LOT. I accept that this is ultimately under my control however I've been trying since May to take control and get out of this cycle by asking for me account to be closed.

I've never had any response from email, live chat just tell me to email and tonight I've emailed again and the email bounced back as being unrecognised.

After reading these reviews, I know this is a long shot. But I simply just want my account closed.

Dear gemmastrickland,

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 the 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 clearly stated the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found https://casinomarriott.com/:

„CasinoMarriott's Self Exclusion Restrictions

As part of the CasinoMarriott policy, we give you the option to take a break and suspend your use of your CasinoMarriott account for the below time periods:

A one-day self-exclusion period.

A seven-day self-exclusion period.

A fourteen-day self-exclusion period.

A fourteen-day self-exclusion period.

A one-month self-exclusion period.

A two-month self-exclusion period.

A three-month self-exclusion period.

A four-month self-exclusion period.

A six-month self-exclusion period.

A one-year self-exclusion period.

A three-year self-exclusion period.

A five-year self-exclusion period.

You can request a self-exclusion period by simply sending an email to our customer service department

During your self-exclusion time period CasinoMarriott will block your account for the entire CasinoMarriott platform and any new account that you might attempt to open on the CasinoMarriott platform will also be blocked.

During a self-exclusion period your account will be blocked and this will be irrevocable until the self-exclusion period is over. Once your self-exclusion period has come to an end a one day cooling off period will apply before your account is reopened.

Please note that a request for a self-exclusion period may take up to 72 hours to be processed."

Is this support@casinomarriott.com the email address you have sent your 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

Hi

I will send you all the information I have. I just asked for my account to be closed explaining the reason why.

Thanks

Thank you very much, Gemma, for all the forwarded emails and communication. One last thing before we'll contact the casino, could you please forward your deposit/cashier history?

Dear gemmastrickland,

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.

Unfortunately, we’re rejecting 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.