Cactus Casino - Player's account closure request is delayed.

I have played at Cactus Casino for some time and have occasionally used the self-restriction feature for one month. While under one of these restrictions, I contacted the casino to request the permanent closure of my account due to gambling addiction.

However, I was told that I had to wait until my self-restriction period expired before they could close my account permanently. This policy is deeply concerning, as it exposes vulnerable players to the risk of depositing and losing more money once the restriction ends.

A responsible and trustworthy casino should take gambling addiction seriously and close accounts immediately when a player requests permanent exclusion. Delaying this process is unsafe and shows a lack of care for player protection.

I request that my account be permanently closed without any further delay.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you activated the one-month cooling-off period?

When exactly did you contact the casino to self-exclude? Please forward me the account closure request you sent to the casino, along with the response you received and all the subsequent communication at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Mardock,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.