The player from Germany had unsuccessfully requested account closure and sought the deletion of all her data and documents from the casino. The player clarified that she understood the difference between account closure and self-exclusion but simply wanted to close her account. The complaint was rejected by the Complaints Team because assistance with account closure was only provided in cases involving gambling-related issues and self-exclusion requests. The player was advised to stop accessing the casino website, as the account could be closed due to inactivity according to the casino’s policy.
AvoCasino - Player’s account closure request is unresolved.
Closed
Our verdict
Other
Amount: ??
AvoCasino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Translation
Unfortunately, my request to close my account was unsuccessful. I want all my data and documents deleted from this casino.
Please help!
Automatic translation:
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3 weeks 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.
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3 weeks ago
Dear Sassenach,
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
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3 weeks ago
TranslationI want to close my account; I know the difference. So I'm asking for help here.
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2 weeks ago
Thank you for your reply.
Unfortunately, at Casino.Guru we assist with account closure requests only in cases where a player is experiencing gambling-related issues and requests self-exclusion, but the casino fails to properly close the account or continues to allow deposits and gameplay despite such a request.
If you wish to close your account simply because you no longer want to use the casino, we recommend that you stop accessing the casino website. In such cases, the account may eventually be closed due to inactivity, depending on the casino’s policy.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards
Veronika
