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

I struggle with gambling addiction. After losing a substantial amount of money on CrownGreen Casino I contacted Casino Support on July 30th via email asking that my account be closed permanently. They responded asking what led to my decision, etc. I responded and reaffirmed my decision to close my account. No action was taken. I emailed CrownGreen again on August 4th following up on my account closure requests to no avail. Absolutely nobody ever got back to me about closing my account despite numerous attempts. I also followed up via chat and each time, the agent told me that I would have to email and my VIP manager who is named Ann would have to assist me. But despite numerous requests they never did. On the contrary they ignored my requests for account closure and offered me bonuses to keep playing and depositing.

Since July 30th I deposited over $20,000, my life savings, into the casino winning and losing, often chasing losses despite numerous attempts to stop. I needed self exclusion urgently and despite attempting to get my account closed numerous times was unable to do so. I am in shock and feel horrible, I don't know what to do. I have attached screenshots of my emails to them and

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Crowngreen Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling addiction? Please share the information with timestamps, if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email support@crowngreen.com and separately to your VIP manager, and at the same time, include me in the copy of the emails at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having 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 Crowngreen Casino Support,

I’m writing to inform you that I wish to be immediately excluded 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."

In the meantime, check other resources and information in our responsible gambling guide, found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hello Tomas, thank you for your response. Yes I am still able to log in and I was able to deposit yesterday. The casino has not responded to my refund request or any of my emails for account closure. I sent them 2 emails on August 23rd for account closure and permanent self exclusion and they have not responded. I messaged them via chat and got a very generic reply telling me that they have informed my VIP manager. I am not sure if the chat support specialists are real people or bots because I always get the same generic answers. I told them that my VIP manager has not responded to my requests for account closure for weeks. I will now forward you all the relevant emails.

Thanks Tomas, I just forwarded you many emails from July 30th and the first week of August in which I must have requested account closure 5 times or more. Please let me know if you need anything else.

Also I have calculated my deposits and withdrawals since July 30th. The most up to date figure is a total deposit of $22, 201 if I'm not mistaken. But out of that I have withdrew $11, 406, so by my calculations total actual losses are $10, 795 virtually everything I had saved.

Hello again Tomas, I am posting this as an update on Friday August 28th. Despite more follow up requests Crown Green has continued to ignore my original emails from July 30th-August 4th, 2 emails I sent for account closure and permanent self exclusion on August 23rd as well as the self exclusion request emails I sent on August 24th that I had cc'd you on. They just totally ignore everything. Please let me know if you need anything further. I have taken screenshots of my deposit and withdrawal history for the month of August.

Dear Tomas,

Another update to add here on August 30th. My VIP manager has continued to ignore all my emails for account closure and self exclusion and instead has deposited a bonus of $200 into my account. It is 100% cash and has no wagering requirement. To me it seems like they are trying to incentivize me to continue gambling instead of addressing my pleas for account closure and a refund. I don't know what to do anymore.

Dear Moonfog,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Moonfog, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Crowngreen Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you Tomas & Matej, I will check back soon. Please don't hesitate to reach out if you need further information, emails, or screenshots.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.