Cipherwins Casino - Player’s account closure request is ignored.

After asking several times for them to close my account, I always get answers like I can credit them with a bonus, I've lost so much money in this casino because it's not possible to win there, it is and remains a fake casino. I've been waiting for at least 3 months for them to close my account because of gambling addiction, but they just ignore it and instead I keep getting bonuses credited to my account....I've never experienced anything like this in a casino, it's outrageous and fraudulent.

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Dear franklutti11111,

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 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

Dear franklutti11111,

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.