The player from Ireland attempted to close his Festival account due to a gambling issue but encountered an ongoing loop of unresponsive emails and referrals to different contacts. He expressed concern for his gambling and sought intervention to permanently block his account. We reviewed the casino’s self-exclusion policy and requested clarification from the player regarding his communication with the casino and KYC status. Due to the player’s lack of response to our inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to continue communication.
FestivalPlay Casino - Player cannot close his account.
Closed
Our verdict
Player stopped responding
Amount: ??
FestivalPlay Casino
Safety Index:LowCase summary
Discussion
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3 weeks ago
This may sound like a non-issue, but it's a huge one.
For over a week I have been sending emails to them, explaining that:
"I am a gambler, I have gambling issue, so I would like to have my Festival account closed".
The scenario is always the same.
1) I talk to their live chat.
2) They tell me to write an email to customerassist@festivalplay.com
3) I write to customerassist@festivalplay.com
4) I got an automatic message to write to customercare@festivalplay.com
5) I write to customercare@festival.com
5) I'm getting no response.
and the cirle starts again.
Would you help me to get my account blocked permanently? I am a gambler, and every day I have access is a horrible risk for me.
kind regards
[Redacted]
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Tom_1981,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's terms and conditions and this is what I have found:
3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")
3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from FestivalPlay.com, he/she needs to contact us on the following email address: customercare@festivalplay.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
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,
Attila
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2 weeks ago
Dear Tom_1981,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
