The player from Austria is requesting to have his account closed indefinitely at Festivalplays, as previous attempts resulted in a temporary closure for only 30 days. Despite multiple emails, the process is slow, and he seeks assistance to expedite the closure.
FestivalPlay Casino - Player wants account closure assistance.
Opened
Current status
Waiting for player to reply
5d 11h 12m 15s
FestivalPlay Casino
Safety Index 4.2 LowCase summary
Discussion
Public
Public
4 days ago
Translation
Hello. Perhaps you can help me.
I've reported to Festivalplays several times that I'm having problems with the game and have tried to have my account closed. This was only done for 30 days, not indefinitely as I wanted. Perhaps you can help me achieve this.
I just sent another email asking Festivalplay to close my account, but it always takes forever. Maybe it'll be faster with you guys.
I don't want a refund. I just want the account closed.
Automatic translation:
Public
Public
yesterday
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Public
Public
yesterday
Dear Richard9366,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
