Casino Extreme - Player's account deletion request has been ignored.

I’ve asked this casino to delete my account for weeks on end after telling them I don’t have protection I couldn’t get any Christmas gifts nothing I explained weeks on end I wanted to delete my account they proceeded to tell me to email pitboss but I have an issue gambling and did not want to go in my emails I said that to them just to delete my account cause I was using every pay check I got and they kept luring me in to deposit sending me emails on deposting and continually adding bonuses when I asked when really my addiction got the best of me and they knew that I should of had my account closed after the 1st time requesting it not after the 100 time I’ve asked way to much and my account still isn’t closed even after explaining my problems with gambling I just don’t think it’s right with the unfair play I deposited 10,000$ received 3000$ in return not even at once and I spent 7000$ in 2 months explaining back to back I need mt account deleted I truly feel I wasn’t protected

Dear kganosellis,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you informed the casino about your gambling problem? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Yes absoulutely tbh I asked in June I even swore as well and my account still wasn’t deleted out of all the times I snapped which I don’t have every chat saved but they do and should be able to provide the proof cause I know I’m mt heart I’m right if they just deleted my account off the rip when I asked I would of never had any problems

My account is finally closed but again there’s no proper solution for this they knew I clearly had an issue and just sat back and told me it’s the way it goes pretty much it’s to much insufficient support if you ask me

They keep sending me free spins over email but my accounts suppose to be closed due to losing a lot of money with the amount of problems I explained trust me they knew I had an issue and they did completely nothing to make my experience better or protect me I put in basically 10,000$ back to back going to support explaining myself hundred of times it didn’t matter how angry I got they just didn’t delete my account they kept telling me to email pitboss but what’s crazy is now they finally forwarded it to pitboss when they could of done that prior it’s wrong in so many ways addiction is no joke and it shouldn’t matter what I say once I start swearing etc litereally losing my mind they need to delete my account and they didn’t even when I asked I even told them I didn’t wanna go in my emails cause they send me too much bonuses I can’t use

Thank you for your reply, kganosellis. Can you please forward me the email or conversation in which you informed the casino about your gambling problem?

Do I understand correctly that your account has been closed, but you still receive promotional emails?

I can’t now cause they closed my account I e sent numerous amount of emails

I have found some proof I have a lot of emails litereally losing my mind asking for bonuses over 500 times as well as telling them I was at zero to deposit they still did not exclude me I didn’t feel protected at all etrasnfering to this casino the payouts weren’t fair either

I'm sorry, kganosellis, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you have not provided such a self-exclusion request and your account has been closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason (gambling addiction) why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.