The player from Germany repeatedly requests the permanent closure of his account at Alawin but receives no response, and his account remains open. He seeks assurance that he cannot reactivate the account or create a new one.
Alawin Casino - Player’s account remains open despite closure request.
Opened
Current status
Waiting for player to reply
2d 18h 25m 14s
Alawin Casino
Safety Index 5.7 Below averageCase summary
Discussion
Public
Public
1 week ago
Translation
Hello ,
I keep writing to the casino, asking them to permanently close my account.
Alawin simply does not answer or react.
My account is still open!!!
Here is the text
Dear Support Team,
I hereby request the permanent self-exclusion of my player account at your online casino.
I request that you permanently close my account with immediate effect and permanently exclude me from re-opening in accordance with your policies. Please ensure that I have no possibility of reactivating my account or opening a new player account with you, to the extent permitted by your legal framework and applicable laws.
Automatic translation:
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4 days ago
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4 days ago
Dear Kwleon,
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).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the original 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
