FestivalPlay Casino - Player's account closure request has been ignored.

I opened an account back in August, I found I was spending too much on the site, I emailed support as requested by the online chat support to request closure, I got an email back asking for the reason, I again stated the reason, I have asked for the account to be closes 12 times now as I have a gambling problem which I have told the provider, they now just ignore my emails, I have spent over 4000 euro since I requested the account to be closed. It is a joke, I have contacted the gcb which they are registered with, they have another one advertised(adr) for disputes which has been closed since 2024 which states its a federal offence to advertise that they use it on their page.

I have attached a screenshot of the first email I sent, I have all the others if needed.

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Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with FestivalPlay Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Do I understand correctly that your account is still open?    
• Did you send your requests via email or live chat? Have you explicitly mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me all account closure requests (or send them as attachments) that you sent to the casino? My email address is natalia.b@casino.guru.

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

Best regards,

Natalia

I have sent you a email, yea I contacted through online support and also email as I was told by online support all requests have to be done via email.

The account is still open and they do not respond to my emails anymore.

I have 23 emailed requests to close the account, also 2 complaint emails about promotions they did not honor and refused to give, they have only responded to some.

I will forward these to You

I have sent some of the emails I sent and some of the responses. I can send the rest if required but there is alot

Dear player, if your player's account is still open and you feel that you've been experiencing a gambling problem, please contact the casino via email support@festivalplay.com and try to submit a self-exclusion request following our guidelines:

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

Please, let me know how it goes. I'd appreciate it if you could put me in CC (natalia.b@casino.guru) so that I receive a copy of your request as well.

I have done this numerous times, they do not respond, I have sent you emails stating this

Dear player,

Thank you for your response and for clarifying the situation. I understand that you believe you have already requested self-exclusion in the past. However, after reviewing your earlier communication with the casino, your previous messages could not be considered valid self-exclusion requests, as they did not clearly mention gambling problems or addiction.

Phrases such as "I am gambling too much" or "I am spending too much time and money" are understandable expressions of concern, but they don’t necessarily indicate that the player is suffering from a gambling problem. Players often close their accounts for various reasons, such as lack of interest, financial planning, or time management, which is why casinos are required to verify the reason before activating a responsible gambling restriction.

I also shared detailed instructions with you on how to correctly request self-exclusion, but it seems this process has not yet been completed. If your account is still open, please make sure to follow those instructions and contact the casino again accordingly. Only then can the casino process your request as a self-exclusion under responsible gambling grounds.

Thank you for your understanding.

Dear Mattmurphy,

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.

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

Dear Mattmurphy,

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,

Natalia