The player from Austria requested to have his account closed indefinitely at Festivalplays, as previous attempts had resulted in a temporary closure for only 30 days. Despite multiple emails, the process was slow, and he sought assistance to expedite the closure. We asked him to clarify whether he wanted simple account closure or self-exclusion and to forward his closure requests and the casino’s replies, but he did not respond to our follow-up messages. As a result, we were unable to continue the investigation, and the complaint was closed for the moment due to lack of response.
FestivalPlay Casino - Player wants account closure assistance.
Closed
Our verdict
Player stopped responding
Amount: €1
FestivalPlay Casino
Safety Index 4.2 LowCase summary
Discussion
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1 month 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:
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4 weeks ago
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4 weeks ago
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
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3 weeks ago
Dear Richard9366,
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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2 weeks 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,
Veronika
Casino.Guru
