Crowngreen Casino - Player’s self-exclusion request is delayed.

Hello Casino Guru

I really need this casino to self exclude me, I have been asking for days but my account is still open. I have stated to them the very seriousness of my issue but they just reply with other options rather than just close my account.

Thank you

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Dear Charliejoe1234,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-Exclusion allows you to voluntarily exclude yourself from all gambling services for a set period. This decision is binding and cannot be reversed within the chosen timeframe.

Email: support@crowngreen.com

The available self-exclusion period is from six (6) months to five (5) years.

• Self-exclusion is binding and cannot be reversed during the selected period
• You must not create a new account during this time
• Any attempt to bypass self-exclusion may result in a permanent ban
• You will not receive promotional materials during the exclusion period

To activate self-exclusion, contact: support@crowngreen.com

The Company will take reasonable steps to enforce self-exclusion and to prevent the creation of new Accounts linked to a self-excluded user. However, you remain responsible for not attempting to bypass the self-exclusion measures."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Karla

Thank you, i emailed the casino again telling them I have opened a complaint with casino guru amd they have now closed my account.

Thank you 😊

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Charliejoe1234,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla