RX Casino - Player's account has been closed.

Hello, on April 24th, I contacted them to permanently close my account. I did so as requested, with an email address that I have saved, and they didn't close my account.

Until today I have already told them that I am reporting them and they have blocked my account.

I request a refund of the €160 deposited from the moment I requested its permanent closure.

They didn't close my account because I was an active player and so they took advantage of my vulnerability as a player.

Dear Xotin35,

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 katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

When you ask actively and passively for whatever reason that you want closure FOREVER, it is obvious that it is forever.

They even told me to request it via email with a photo of my ID and they didn't even pay attention to me.

Until I told them I was reporting them and sent them the screenshots I had, they didn't close the case.

I already sent them the screenshots and everything and they haven't responded... I don't know if I did something wrong?

Dear Xotin35,

thank you for your messages.

Please provide thorough and clear answers to the following questions to the best of your ability.

• Could you please clarify the reasons for wanting to close your accounts?
• Have you specifically mentioned you wished to be self excluded or was it a request to close your account?
• Are you worried about your gambling habits? Do you feel overwhelmed or stressed by playing casino games?

Looking forward to your reply.

Katarina

Look, the answer is clear. I am a gambling addict and I am banned from the DGOJ.

I asked them to close my account forever and they didn't do it.

I want my money back from the closure request €160. Thanks.

No one answers me, I've already spoken to a lawyer who is an expert on the subject to formally report the casino.

I see that in the past they did care about the players' problems, but not anymore.

thank you

Dear Xotin35,

Thank you for your messages and emails.

I have carefully reviewed the documentation you provided. I was unable to locate a message explicitly stating that you wished to close your account due to a gambling addiction. I understand that communicating such sensitive information to an unfamiliar individual can be difficult. However, as the casino was not explicitly made aware of the underlying reason for your request, it was challenging for them to assess the urgency of the situation. I sincerely regret that you experienced this unpleasant situation. Fortunately, we are still in a position to rectify this matter.

Firstly, I would ask you to send another request, but this time, include me in the copy of your email. My email is katarina.d@casino.guru.

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 due to gambling problem

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RX 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 another email to casino email support@rx.casino (you can include me in the copy at katarina.d@casino.guru) 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,

Katarina

Look, leave it. I'm claiming some money that I can see isn't going to help me. Okay. But thanks for wasting my time.

Dear Xotin35,

Thank you for your message.

We acknowledge your request to withdraw your complaint, and we have processed it accordingly. Therefore, we are rejecting the complaint as per your instruction. We regret that we were unable to provide a more favorable resolution on this occasion. Please do not hesitate to contact us in the future should you encounter any further issues with this or any other casino. We remain available to assist you.

All the best,

Katarina