Acecasino.io - Player's account has been improperly reopened.

In September, I closed my account due to gambling problems. A few days ago, they sent me an email with a "I'm opening" promotion, and my account was open. I gave in to temptation and started gambling, losing €100. I begged them to close my account and asked for an explanation as to why they reopened it. They apologized for what happened but refused to close it, despite knowing about my gambling problem. Manager Giulia called me and offered me a no-deposit bonus, but it never arrived. I continued playing because the account was still open, and I lost another €200. I sent dozens of emails asking to close my account, but they never did. I demand that these thieves refund me the money I lost through their fault. I will also report Manager Giulia for inciting gambling and inciting self-harm, resulting in moral damages.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the original self-exclusion request you sent to the casino back in September, along with the casino’s responses, to veronika.f@casino.guru?
• Was your account closed permanently or only temporarily at that time?
• Did you request the account to be reopened, or was it reopened automatically without your request?
• Is your account currently closed?

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

Best regards

Veronika

Dear Love1,

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.

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