The player from Germany requests permanent closure of her casino account due to gambling addiction but is only offered a temporary self-exclusion for one month. She expects her account to be permanently deleted and seeks a refund of her recent payments following her initial request.
Astrozino Casino - Player's account closure request is denied.
Opened
Current status
Waiting for Casino Guru to reply
5d 3h 56m 49s
Astrozino Casino
Safety Index 1.3 Very lowCase summary
Discussion
Public
Public
4 days ago
Translation
I have already requested several times that my account be permanently closed, as I am a gambling addict.
I was then sent a form that I have to fill out and can only block myself for a maximum of one (!) month.
That's not right, because my general ban doesn't apply to this casino.
I expect my account to be permanently deleted and that I will receive back the money I paid after my initial request to delete my account.
Attached are the emails.
Automatic translation:
Public
Public
2 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Astrozino Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the responses you received from the casino to your requests? Please share the information with timestamps to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Have you unsubscribed from the casino's marketing communication?
In the meantime, check other resources and information in our responsible gambling guide found here: https://de.casino.guru/ratgeber-verantwortungsvolles-spielen
Thank you very much in advance for your reply.
Best regards,
Tomas
