The player from Germany requested that his account be blocked but faced issues with it. The Complaints Team attempted to assist by explaining the difference between account closure and self-exclusion, and they extended the response time for the player. However, due to the player's lack of response to inquiries and reminders, the complaint was closed without resolution. The player was informed that he could reopen the complaint in the future if he chose to engage again.
RX Casino - Player's account is not closed..
Closed
Our verdict
Player stopped responding
Amount: ??
RX Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
9 months ago
Translation
At my request, my account will not be blocked
Automatic translation:
Public
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9 months ago
Dear Thent,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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 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 problem).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.
Thank you very much in advance.
Best regards,
Natalia
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9 months ago
Dear Thent,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Natalia
Casino.Guru
