The player from British Columbia requests self-exclusion from the casino but has not received assistance despite multiple attempts. She emphasizes the seriousness of her situation, but the casino provides alternative options instead of closing her account.
Crowngreen Casino - Player’s self-exclusion request is delayed.
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Current status
Waiting for Casino Guru to reply
4d 5h 52m 1s
Crowngreen Casino
Safety Index 3.0 Very lowCase summary
Discussion
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4 days ago
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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3 days ago
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3 days ago
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.
