Cherry Fiesta Casino - Player's self-exclusion request is delayed.

I have been trying to block myself from the casino for a week. They still haven't done it even though I reported my gambling problems.

Dear wengelinj,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve been facing with Cherry Fiesta Casino. In order to better understand the situation and assist you effectively, we would appreciate it if you could provide more details regarding the following:

• Could you please confirm the date when you first requested the closure of your account and how long you’ve been trying to have it closed?
• Have you unsubscribed from the casino's marketing communication?
• Have you sent the written request for a permanent self-exclusion to the address the casino support agent suggested?
• If you have the email request saved, please forward it to my email at [email protected] for review.

As a precaution, please send another self-exclusion request, but this time, include me in the copy of the email.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

"Greetings Cherry Fiesta Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to [email protected] (you can CC me at [email protected]) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance for your reply.

Best regards,

Tomas

Dear wengelinj,

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,
Tomas
Casino.Guru