The player from Italy had repeatedly requested account closure, both via chat and email, but the casino had ignored these requests. As a result, he had incurred losses of 1000€ from deposits that he would not have made if his account had been closed as requested. He sought a refund of these deposits and immediate account closure. The Complaints Team acknowledged the player's situation but indicated that support was primarily focused on assisting those struggling with gambling addiction. Consequently, the complaint was closed, and the player was encouraged to take independent action regarding his account closure.
Claps Casino - Player's account closure request has been ignored.
Closed
Our verdict
Unjustified complaint
Amount: €1,000
Claps Casino
Safety Index:LowCase summary
Discussion
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6 months ago
I've requested multiple (3+ in chat and 5+ via email) for my account to be closed on this website, and they've totally ignored or refused to close my account, resulting in a loss of 1000€ from deposits I wouldnt have made if they closed my account as request, or if at the very least they had any type of responsible gaming option, which they absolutely don't.
Refund those deposits and close my account.
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6 months ago
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Dear oantttt,
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 specify the reason for closing your account?
Are you experiencing stress related to gambling, or finding yourself preoccupied with gambling-related thoughts?
Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
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6 months ago
I asked to close my account because I kept losing money and didnt want to play there anymore. I told them this specifically. They couldn't care less.
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6 months ago
Dear oantttt,
thank you for your reply.
Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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5 months ago
Dear oantttt,
thank you for your message and email.
I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.
All the best,
Katarina
