The player from Hungary had requested multiple times for the casino to close their account, but five days had passed without any action taken despite inquiries via live chat and email. The Complaints Team had extended the communication period to allow for a response, but due to a lack of engagement from the player, the complaint had been closed.
Joker8 Casino - Player’s account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: ??
Joker8 Casino
Safety Index:HighCase summary
Discussion
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7 months ago
The casino has failed to close my account despite multiple requests. I asked via live chat and also by email, but they haven’t managed to close the account in 5 days.
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7 months ago
Dear Bunyesz1,
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? 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,
Kristina
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7 months ago
Dear Bunyesz1,
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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6 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,
Kristina
Casino.Guru
