The player from Italy has repeatedly requested the closure and self-exclusion of his account due to gambling issues, but has received vague responses and offers for additional bonuses instead. He is also seeking a refund for the money spent since his closure request was not honored as per the casino's terms and conditions.
Mafia Casino - Player's account closure request has been ignored.
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Waiting for Casino Guru to reply
4d 23h 40m 47s
Mafia Casino
Safety Index:HighCase summary
Discussion
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5 days ago
Translation
Greetings,
I have requested the closure and self-exclusion of my account several times due to gambling problems, as shown in the emails I attach.
All my emails have always been answered vaguely, offering me additional bonuses to keep my account from being closed, even though I explained my gambling problem.
I am also requesting a refund for the money paid from my email requesting immediate closure, which was not accepted as specified in their terms and conditions.
Automatic translation:
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2 days 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 days ago
Dear Fixverolex99xxx,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected] and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
- Have you clearly informed the casino about your gambling problem?
- Can you log in to your account now?
- What specific responses did you receive from the casino regarding your closure requests?
Thank you very much in advance.
Best regards,
Petra
