Play Regal Casino - Player's account closure request is ignored.

Hi, I have played at playregal casino, I have been a member there for about 8 months, unfortunately I have gambling problems. I have been able to deposit a lot of money in a short time and also received a lot of bonus money, I also have a VIP manager. The problem is that it is always difficult when you have decided to close your account, you do not get a response. I wrote in the chat on April 14 that I wanted to close my account and they referred to an email where I wrote that I wanted to close due to gambling problems, but nothing happened and since then I have continued to play and received a lot of bonuses. I have also written in an email to Amy my VIP that I cannot afford to lose more money and I have also written that I will soon go bankrupt but I have been able to continue playing oh deposited a lot of money. I decided about 2 weeks ago to write a complaint and demand my deposited money back, I have not even received an answer to that, but Amy my VIP replied today that as an adult I should know that if I request closure but continue to deposit money, the issue of closure disappears. I think they should have taken action or asked me about gambling problems because every day I wanted bonus money, said I lost too much, that I'm going bankrupt, that I have to win back and that I requested closure on April 14th due to gambling problems. I have also requested all my information and chat or email but Amy says they are no longer there

Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share with me the casino's responses to your self-exclusion requests? Kindly include the communication in which your concerns were dismissed since you continued to deposit in a format where the sender, the date, and the recipient are visible. (Forward the emails to me.) My email is [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?

If your account is currently open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Play Regal Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send emails to [email protected] and your vip support agent (you can include me in the copy at [email protected]) and keep me informed about any further developments.

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,

Tomas

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.

Hello

I chatted with the casino on April 14th and wrote that I wanted to close my account because I can't afford to lose any more money and that I have a gambling problem. The chat said I should email an email that I received from the chat.

This is what I did. After a few days I deposited money and was able to continue playing until I wrote to support again about 8 days ago and asked why they allowed me to continue playing even though I requested closure for gambling problems on April 14. Then they closed my account.

I have also had very clear signs of a gambling problem and have also written in both chat and email to my VIP manager that I cannot afford to lose any more money and that I will soon be bankrupt, despite this I have continued to receive bonuses and deposit money. My VIP manager Amy said in an email when I brought it up that I am an adult and that they should not have to tell me what to do…

But I believe that the casino also has an obligation when you show signs of a gambling problem.

Then I requested my chat and email information according to GDPR, but my VIP manager says they don't have anything left as they changed the system a while ago.

When I asked my VIP manager why they hadn't closed it, she said that if I continue to deposit money, the self-exclusion request will be canceled. And she said that I should know this as a long-time customer of the casino. But can they really ignore when you say you have a gambling problem?

Thanks for the explanation.

Have you contacted the casino with the proof of sending the self-exclusion request from April 14th?

Have you sent any emails to this email address before? Have you received any response from the email address at all? Could you please explain where the information about this email address comes from?

Hello

I got that address in the chat when I asked to close my account, then the person I was chatting with replied that I should email that email.

No, I haven't received any answer.

But they are really bad at responding to emails, I have asked them several times who is taking care of my complaint but no one answers me.

I have also asked for all my information chat, email conversation but they. Refuse and say they have changed the system so nothing is left.

I have the right under GDPR and data protection to get all my information.

Thanks for your reply.

I apologize; however, the email address where you sent the self-exclusion request in April is unfortunately clearly wrong, while the email address I mentioned is available in the self-exclusion section on the casino's website. Consequently, we can't conclude this is valid evidence of you disclosing your gambling issues to the casino.

• Could you please share any evidence where you disclosed your gambling issues to the casino?
• Has the casino closed your account already? When was it closed?
• When was the last time you were able to deposit?

Share the evidence with me at my email [email protected]

Hi

the problem here is that the casino Will not send me my information and Mail and chat history, and its in my chat history that i wanted to close my acount due to gamling problems and then they said for me to email to that adress in the chat. I have email them 10 times asking for all my information due to gdpr and data protection but they just igonred me.

i Can send you some evidente of me flaggning to my VIP manager Amy that i cant afford loosing more money and that im going bankrupt , thats what i wrote but yet she just ignored me and didnt Ask if i was ok playing.

They closed my acount when i made à complaint to the casino support day before i wrote to casino guro. They havent answered on anything more then that they cant send me my information due to they have changed the system in the casino

I apologize, however,

Without further evidence, there is nothing we can do. If you happen to recover relevant communication, don't hesitate to share it with me, and we'll try to assist you further. Sadly, from the information currently available, the complaint cannot proceed further and will be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.