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