The player from Germany requested account closure on May 31st due to addiction, and received confirmation on June 1st. Despite this, he continues to receive marketing emails and was able to log in and deposit €396, indicating that his account was not deleted. He seeks a refund of his deposits.
MonsterWin Casino - Player's account remains open despite closure request.
Opened
Current status
Waiting for Casino Guru to reply
6d 23h 11m 56s
MonsterWin Casino
Safety Index 8.2 HighCase summary
Discussion
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15 hours ago
Translation
On May 31st, I requested that my account be deleted due to my addiction.
On June 1st, I received confirmation that my account had been closed.
Since then, I constantly receive emails with bonuses.
I was still able to log in and deposited another €396.
My account was never deleted, and they continued to try to get me to play!
I therefore request that the account be closed and my deposits of €396 be refunded. This clearly violates the guidelines!
Automatic translation:
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1 hour ago
Important notice:
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1 hour ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please forward me the account closure request that you sent to the casino on 31 May, together with the casino's response and all subsequent communication, at veronika.f@casino.guru?
- When exactly was your account reopened? Did you ask the casino to reopen it, or was it reopened automatically?
- How often did you receive promotional offers from this casino after you were self-excluded? Please forward the promotional emails you received from the casino as well.
- Is your account still open, or has the casino blocked it in the meantime?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
