The player from Greece requested a permanent closure of their casino account due to repeated issues with temporary closures that allowed reactivation, which led to financial losses. They sought assistance in ensuring that their account was permanently closed. The issue was resolved as the player's account was confirmed to be closed properly and permanently, with the complaint marked as 'resolved' in the system. The Complaints Team expressed appreciation for the player's cooperation and offered future assistance if needed.
RoboCat Casino - Player's account is not permanently closed.
Resolved
Our verdict
Case closed
Amount: ??
RoboCat Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
8 months ago
Translation
Good evening.
I have a serious issue with this casino. I have repeatedly requested PERMANENT CLOSURE of my account with this exclusion without being able to have any access and they artificially refuse it, as my account is closed for a few days and then I can reactivate it, resulting in me losing a lot of money. Since I learned about this particular casino from your website, I would like to please help me with my request to PERMANENTLY close my account, not temporarily.
Thanks
Automatic translation:
Public
Public
8 months ago
Dear Leoziniopas,
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
Public
Public
8 months ago
Translation
Good morning.
I have requested dozens of times to close my account and permanently block it because I have lost a large amount of money in recent months. I can't control it, I find the strength to request closure and permanent blocking of my account but the casino only closes it, resulting in me coming back all the time.
I have thought about seeking legal protection from my lawyer, but I wanted to contact you first and then if there is no exclusion, I will proceed legally, losing it at the casino, what should I give to the lawyer... I am sending you what you requested by email. Thank you
Automatic translation:
Public
Public
7 months ago
Thank you for your reply, Leoziniopas. Do I understand correctly, based on your last email, that your account has been closed?
Public
Public
7 months ago
Translation
Yes, the account was closed properly and permanently.
Automatic translation:
Public
Public
7 months ago
Dear Leoziniopas,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
Furthermore, if you feel like online gambling has become challenging for you, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously, and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Best regards,
Kristina
Casino.Guru
