The player from the United Kingdom had requested account closure via email on June 26, but after receiving a response indicating it was referred to the relevant department, they had not received further communication. The player had deposited over €2000 and wanted a refund due to the ignored closure request. The Complaints Team was unable to proceed with the investigation or provide solutions due to the lack of response from the player, resulting in the closure of the complaint at that time. The player retained the option to reopen the complaint in the future should they choose to resume communication.
Galaxy Spins Casino - Player’s account closure request has been delayed.
Closed
Our verdict
Player stopped responding
Amount: £2,000
Galaxy Spins Casino
Safety Index:Very lowCase summary
Discussion
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4 months ago
I sent an email complaint on 26rh June as I have begged via email chat to get my account closed. Ella replied to me the next day saying it had been referred to the relevant department but I have since been ignored. I deposited over 2000 after they ignored my requests to get my account closed that I want refunded
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4 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
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Dear Happy1,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Are you experiencing stress related to gambling, or finding yourself preoccupied with thoughts about gambling?
Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Katarina
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3 months ago
Dear Happy1,
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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3 months 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,
Katarina
Casino.Guru
