FestivalPlay Casino - Player’s account closure request is ignored.

Festival Play refuses to close my account despite repeated requests due to gambling addiction.

Hello, I need help with Festival Play. I have repeatedly requested the permanent closure of my account due to gambling addiction, but to date they have neither processed my request nor responded to the emails I have sent.

This situation worries me, as I need to permanently block my access to the platform due to a compulsive gambling problem.

I request the intervention of Casino Guru so that Festival Play carries out the self-exclusion and permanent closure of my account, without the possibility of reactivation.

I appreciate any help you can give me.

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Dear Kgarridom,

Thank you very much for submitting your complaint. I'm very sorry to hear about your situation and the difficulties you have experienced with Festival Play.

Please understand that self-exclusion requests related to gambling addiction are extremely important, and casinos should take appropriate measures to protect players from further gambling-related harm.

To better understand your situation, could you please clarify the following:

• When exactly did you first request self-exclusion, and did you clearly inform the casino that you were struggling with gambling addiction?
• Are you still able to access your casino account, make deposits, and play games?
• Have you received any response from the casino regarding your requests? If possible, please provide screenshots of your self-exclusion requests and any relevant communication.

If you can still gamble, I strongly recommend contacting the casino again and clearly requesting immediate, permanent self-exclusion due to gambling addiction.

For additional protection, you may also consider using BetBlocker, a free tool that helps restrict access to gambling websites.

Thank you very much for your cooperation.

Best regards,

Samuel