The player from Ireland had requested to close his account for six days but had continued to receive generic replies without any email communication. He had felt that the casino was deliberately not closing his account. The Complaints Team had clarified the difference between account closure and self-exclusion and had requested additional information regarding the player's closure requests and the casino's responses. After the player had initially marked the issue as resolved, the complaint was reopened due to insufficient evidence and lack of response from the player. Ultimately, the complaint was closed due to the player's non-response, with the option to reopen it in the future if he chose to resume communication.
GojiCasino - Player's account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: ??
GojiCasino
Safety Index 4.4 LowCase summary
Discussion
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2 months ago
I've requested my account to be closed for the last 6 days now and I just keep getting generic replies from the live chat.
No replies via email.
My account is still open I feel like they're purposely not closing it
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2 months ago
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2 months ago
Dear REDNAA,
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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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear REDNAA,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
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1 month ago
We’ve reopened this complaint at the request of REDNAA. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear REDNAA,
Please note that the screenshots you have provided so far are insufficient for us to properly investigate the matter. I will need complete copies of the emails, including the full email thread and the casino’s responses to your requests. Please forward the original emails containing your self-exclusion request to veronika.f@casino.guru.
Thank you in advance for your cooperation.
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1 month ago
Dear REDNAA,
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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1 month 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
