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

I told crashino about my gambling problems and asked them to close my account to protect myself. The chatt told me to send a email Wich i did. After 1 months they still hawe not closed my account. And i played again. When i contact the support they say they didnt recive any email. Even when i show a print screen of it..

Dear pkcpdnrnnc,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Crashino Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• When exactly did you ask to close your account due to gambling addiction?  
• Have you explicitly informed the casino that gambling problems are the reason for your account closure?  
• Could you please forward me your account closure requests, together with your communication with the casino at [email protected]?  

If your account is still open, I'd advise sending another self-exclusion request to the casino ([email protected] and [email protected]) following this guideline: When applying for self-exclusion, state the reason 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 of having 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."

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

Best regards,

Natalia

Sent you email

Dear pkcpdnrnnc,  do I understand correctly that your account has been closed since 29/05?

You sent a screenshot of only one email, and it seems to have been sent on the same day on 29/05 at 13:41. Can you please specify the date, if I overlooked it?

Do you have any proofs of self-exclusion requests that you sent to the casino?

Sent you email again

Dear pkcpdnrnnc, could you please forward me all the emails you sent to the casino requesting to close your account? You shared the same screenshot again, but there's no date provided there. You mentioned that you sent approximately 15 emails, but I see only one with no date.

Has your account been closed since 29/05?

Your cooperation will be very appreciated.

Sent you email

Dear pkcpdnrnnc, can you please confirm that your account is now closed?

I understand how distressing this situation is for you. However, without any supporting evidence from your side, we cannot treat this case as a failed self-exclusion. It appears that you only have proof of one email (screenshot) sent on 29/05, and you mentioned in your message to me that your account got closed on 29/05. I asked you to confirm if the dates are correct, but you haven't answered my question, so we can conclude that your account was closed upon your request.

Please note that we can assist with refunds of lost deposits only if a player explicitly states their struggle with gambling addiction and the casino fails to take necessary protective measures, which consequently leads to losses.

Sent emails

Dear pkcpdnrnnc,  

Unfortunately, I haven't received any new information from you, nor have you responded to my questions. As explained earlier, we cannot confront the casino and ask for a refund of your lost money if there's no evidence that you have previously requested a self-exclusion and the casino failed to block your account.

Since your account has been closed after informing the casino about your situation on 29.05., we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

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.

Regards,

Natalia