Aerobet Casino - Player’s account remains open despite self-exclusion request.

Self exclusion.

i have requested this on about 10 times and they still won’t close

my account.

i also

ask and told them this was a gambling addiction and would have to go to the gambling commissioners office if they don’t adhere to the rules and regulations.

still my account is still open

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Dear charlie4512,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

• email: support@aerobetvip.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

To better understand your case, could you please clarify a few points?

• Did you try to contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

They have now decided to close account

Dear CasinoGuru team,

thank you for having us here. We would like to mention that user initial SE request only stated dissatisfaction with RTP and was actually a forwarded message to another casino. Our support manager asked for confirmation of the reason and as it was still low RTP provided an explanation and asked user if he confirms his decision. Account was closed in less then 24 hours after this confirmation confirmation.

Dear charlie4512,

We sincerely apologize for the situation with marketing letter - it might have happen due to some technical glitch and clearly made by mistake. It will be passed to the technical team immediately for investigation and we can assure that no letters will be sent in future.

All lies from casino, but let’s see what you can do

Dear charlie4512,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal V, (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear charlie4512,

My name is Michal, and I have reviewed your case thoroughly. After careful consideration, I must align with the casino's viewpoint. I did not find any references to gambling-related issues in the emails you provided. The term "shocking RTP" does not explicitly indicate a gambling problem. Consequently, the self-exclusion request cannot be regarded as unambiguous. If a gambling issue had been stated, the casino would have been obligated to take immediate action. However, since there was no clear declaration beyond the RTP concern, it is entirely appropriate for the casino to seek additional clarification.

Given these circumstances, we will unfortunately need to reject this complaint. I appreciate your understanding, and I sincerely regret that we could not provide you with more effective assistance in this instance. Our primary goal is to support players in resolving their concerns whenever possible.

Please keep in mind that you are always welcome to reach out to us in the future if you encounter any challenges with this or any other casino. Whether you have a question, a concern, or another issue requiring attention, our team is here to support you.