Fun88 Casino CL - Player’s request for account closure is denied.

I tried to self-exclude or close my account, but customer service informed me that they didn't have that option. This surprises me, since informing them that the reason is gambling addiction should require them to close my account, as their license should have obligated them to do so.

Here's a screenshot of the chat.

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Dear hbarzej,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

11.3 ACCOUNT CLOSURE FOR COMPULSIVE GAMBLING OR SELF-EXCLUSION

Although the goal of FUN88 and the Website is for Customers to enjoy the game, we know and recognize that there may be cases where there are Customers for whom the game is no longer fun. For those Customers who wish to voluntarily restrict their gambling, they may request the closure of their account for "COMPULSIVE GAMBLING" or "SELF-EXCLUSION". This must be done at the request of the user and/or family member, and must be done via FUN88 email or our FUN88 24/7 Customer Support chat. The reason for the request must be specified and the corresponding procedure followed.

Procedure:

a) Request from the user and/or family member indicating the reasons for the request, through the FUN88 email and/or our FUN88 24/7 Customer Support section.

b) The customer will receive a response to their request from FUN88 within 24 to 48 hours if it is by email from FUN88 and/or if it is by our 24/7 Customer Support Chat, the response will be immediate. If the account has a balance in favor, the user must withdraw it.

c) The client must confirm by email to FUN88 his intention to DEFINITELY close the account for the reasons indicated.

d) Once the email mentioned in the previous point is received, the account will be INDEFINITELY SUSPENDED for the requested period and FUN88 will send an email to the user with the folio number for proof.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina