Hello Fortune Casino - Player's account closure request is delayed.

Casino will not close my account after asking several times by email and chat

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Dear 4r8mz986sb;

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 forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I forwarded 7 email requests to you - none of the emails I sent were replied to ☹️

Thanks for your patience and the information provided via email.

Whose email is emma@hellofortunes.com? Did live chat recommend you contact support via that email?

If your account is currently not blocked, as the next step, I recommend you request a self-exclusion due to gambling addiction via email at support@hellofortunes.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Hello Fortune Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Looking forward to your reply.

This was the email given to me by chat - I’ve never had any reply. I’ve just sent that email - and copied you in also - thank you so much

Thanks for the explanation.

Was your account closed since your post? Please let me know.