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

I have requested self-exclusion on different occasions and a week later they send me an email that the account is activated again. There is no way to close the account

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked Responsible Gaming section, and this is what I found https://www.casoo.com/en/static-texts/responsible-game:

„Limits

Loss limit allows a player to set the maximum loss limit for selected period. There is always a possibility to change the loss limit, but it takes effect accordingly:

Changing the limit to more restrictive takes effect immediately after confirmation

Changing the limit to less restrictive can be requested no sooner than 24 hours after your last request.

The limits are set for one month, unless otherwise stated. If the client wants to extend the lockout – he should also contact security@casoo.com.

After the limits have expired, the client receives an email with an alert, if the client wants to extend the limit – he should also contact security@casoo.com.

Please write to security@casoo.com in order to self exclude.

Only security department can set limitation"

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?

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

I have already written to that email and they do nothing

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? Thank you, Maria.

I just sent you the last email I sent you

I have received a forwarded email from 27th of July. Have you requested self-exclusion prior to that date and could you please advise if it was through a live chat or email?

By chat and by mail

Forward me those emails, please.

Dear Maria,

Do I understand it correctly that your account has been closed permanently on 31st of July after sending your request to the correct email address?

well if they don't reactivate it like the other times ... yes

Thank you very much, Maria, for the update. I understand your skepticism but hopefully, now, after contacting the correct department, your account will remain closed permanently.

Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

And

Dear Maria,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Good afternoon

As soon as the security department received an email to security@casoo.com (31/07), the account was locked permanently, with no possibility of unlocking.

Before that, the client had been sent several emails that a permanent block request should be sent to security@casoo.com.

Regards

Andrei

PLEASE, ATTACH THOSE EMAILS, BECAUSE THEY DO NOT EXIST

Dear Maria,

We have received two forwarded emails from you personally, where you’ve been instructed by the casino to send an email to security@casoo.com (one from 26th of June and another one from 27th of July).

"Hello Maria,

Your account is reopened and you are free to fly in outer space again!

If you want to extend limitations please send an email request to security@casoo.com

For any other information, don't hesitate to contact our friendly customer support that is at your disposal 24/7.

Jump in your spaceship and continue your cosmic quest now!

Kind regards,

Monta"

Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

And

Maria, do I have your permission to close this complaint or there’s anything else we could help you with?

and

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Maria, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru