The player from Canada struggled to close her casino account due to a gambling addiction, having sent over 20 emails and contacted live agents multiple times without receiving assistance. She felt ignored and urgently needed her account closed. The Complaints Team attempted to assist but was unable to proceed due to a lack of response from her after several inquiries. Consequently, the complaint was closed for the moment, but she retained the option to reopen it in the future if she chose to resume communication.
777vault Casino - Player's account closure request is being ignored.
Closed
Our verdict
Player stopped responding
Amount: ??
777vault Casino
Safety Index:Below averageCase summary
Discussion
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3 months ago
I have a gambling addiction and have send over 20 emails asking them to close this account. I have talk to live agents numerous times with no help. I’m getting ignored and no one cares. I need this account closed. They keep telling me to email. I’m getting ignored.
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3 months ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Cazandra13,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
I have checked the Self-Exclusion Policy of this casino, and this is what I found:
1.1. Self-Exclusion
- You have the option to self-exclude yourself from 777vault.
- To self-exclude send an email to customer service at customercare@777vault.com
- Please allow us up to 10 business days for actioning self-exclusion requests
- To revoke a self-exclusion restriction, you may contact Customer Support.
- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 months ago
Dear Cazandra13,
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.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
