Astrozino Casino - Player's account is temporarily closed.

Dear Sir/Madam,

I am contacting you regarding an issue I am experiencing with Astrozino Casino and their self-exclusion policy.

I have previously requested to have my account permanently closed because I do not want to have access to gambling. However, Astrozino only closes my account for one month. After that period, the account can be reopened unless I send another email requesting another closure.

I do not believe this is an appropriate way to handle a self-exclusion request. I want my account to remain permanently closed, without having to remember to contact the casino every month.

Having to repeatedly request account closure creates an unnecessary barrier for someone who is trying to stay away from gambling. In my view, a responsible gambling system should make it easier for a player to maintain self-exclusion, rather than requiring them to take action every month to prevent their account from becoming active again.

I would therefore like to ask for your assistance in reviewing this matter and advising me on what rights and options I have. I would also appreciate it if you could look into whether Astrozino's approach to self-exclusion is consistent with the applicable responsible gambling requirements.

I am specifically requesting permanent self-exclusion and do not want my account to be reopened in the future.

Thank you for your assistance. I look forward to hearing from you.

Kind regards,

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Dear Zarhoun,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you have experienced with your self-exclusion request.

However, I’d like to emphasize that we have received multiple complaints regarding this specific gambling establishment. Despite our previous attempts to mediate various issues, the casino has adopted a No Reaction Policy and does not respond to our efforts to resolve complaints.

To better understand the responsible gambling aspect of your case, could you please clarify the following:

• Did you clearly inform the casino that you were requesting permanent self-exclusion due to gambling problems or gambling addiction?
• Could you please provide your original self-exclusion request, including the date and full wording, together with any response you received from the casino?
• Have you been able to reopen the account and gamble or make deposits after any of your previous self-exclusion periods ended?

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

Karla M.

Dear Zarhoun,

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,
Karla
Casino.Guru