Pistolo Casino - Player's account has not been closed upon request.

j'avais demander de fermer mon compte car je n'avais plus aucun contrôle .et du a des pertes importantes je n'avais pas le choix ils ont fermer pour 1 semaine quand je leur avais dit de le fermer à vie ... donc après ça il ne m'écoutait pas et continuait m'envoyer des offres étant donner que je suis niveau 5. résultats j'ai reperdu un 30 000 dollars et a chaque perte je leur demandais de fermer mon compter et il ne le faisait pas .... je leur ai dit que j'allais me suicider si il le laissait ouvert et là finalement il l'ont fermer j'aimerais connaître mes droits dns ca?

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.

Dear davidtuna,

Thank you for taking the time to submit your complaint. I sincerely regret learning about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please clarify whether you informed the casino about your struggles before losing those $30,000? Please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

j'ai demandé un auto exclusion car je ne gérais plus et je leu ai mentionner a maintes reprises de tout fermer pour que je ne puisse plus jouer. Quels sont mes recours ?