Atefia Casino - Player's account closure request is ignored.

I have requested that my account be permanently closed... The first time a gentleman named Teddy responded from there, I have sent another 4 times but no one answers, and in the chat they say they will give me priority... I have since deposited 200 euros, not a large amount, but if they had closed my account as I requested, I would not have deposited it... I gave in to temptation... So I am asking for the 200 euros back and permanent deletion of my account and not to receive promotional messages... I have kept the emails, I mean... thank you...

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Dear ioanna1986,

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 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

Good morning and thank you for the answer.... I want my account closed because I have a problem with gambling... I'll forward the messages to you immediately.... I've also sent them in the chat and of course they replied with excuses...

Thank you for your emails.

Could you please specify when you first explicitly mentioned gambling problems as the reason for requesting the closure of your account? What response did you receive from the casino after stating this reason?

Is your account still open, or has the casino closed it in the meantime? If it has been closed, please specify the date of closure.