iWinFortune Casino - Player is unable to close her account.

I am trying to close my account with this casino due to a severe gambling addiction. I have done live chat several times and have just been told to email support. I have emailed support multiple times, 50+, and every emailed is ignored. I am desperate to have this account closed permanently.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with iWinFortune Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

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

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear batsalive,

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.

Hi,

I submitted a response and don't understand why it is no longer visible.

Anyway, - yes it have unsubscribed from marketing. At least, I have tried to but they also seem to ignore that request as I still get multiple emails.

Yes i have tried to contact support after multiple exclusion requests, both by email and on live chat. The emails are just not responded to, and live chat just say send an email and refuse to do anything else to help.

Last week I forwarded on multiple of my emails requesting exclusion to the email address you have provided above. Please can you confirm whether you have received these?

Thank you for your help

D*****

Dear player,

thank you for your emails and response.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of iWinFortune Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello batsalive,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the iWinFortune Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why is the user's account still opened? Thank you in advance for providing us with your view of the issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear batsalive, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.