7BitCasino - Player's account closure request is ignored.

I contacted the casino to close my account as I was disastisfied with the service (constant technical issues and NO resolution although I was assured there would be one). I also wanted to close my account because I was loosing way too much money due to technical issues and was afraid I was spending more than I should. After 4 emails requesting they close my account (every response was "no you really should think about it" - my response was "close my account). They still did not close it. I made another deposit (in hopes to possibly recoupe my lost money - not smart) and lost another $150. IF they had simply CLOSED my account (as they responsibly should have) I would not have lost more money. I feel tricked into spending more and keeping my account open. When a user requests account closure - a casino should not talk them into keeping it or simply ignore them.

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Dear mosizzle,

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

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share your requests to close your account with me for review? Send the information to my email at tomas@casino.guru

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I just sent the information to your email. THANK YOU for your help!

Did you get my email??

Did you get my emails?

Hello mosizzle,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you

How long is Tomas on vacation?? Can someone else help? Thanks!

Thanks for your patience.

I went over the communication you provided.

Please note that we can only ask the casino to refund money lost by gambling in situations where you disclose gambling issues to the casino, and the casino fails to protect you.

In situations where you request an account closure but continue your activity, or in cases where you condition your account closure with a request for a bonus from support, we are powerless to confront the casino.

Since you confirmed your account was closed, there is little we can accomplish, and the complaint will be closed.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.