Sankra Casino - Player's account closure request was ignored.

I asked for my account to be closed but nothing was done so 5 days later I lost more due to their negligence and I’m asking for a refund of the funds lost after the requested time of the account to be closed.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

This was the request made to close my account. I received a automatic response from sankra but 5 days later is when i noticed nothing was done.

Additionally the reason was significant loss in funds is what warranted the closure.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the account closure request.

Although I understand your frustration, please note that we do not consider casinos to be obligated to close a player's account upon request unless the request is made as a self-exclusion due to gambling problems. A standard account closure does not carry the same responsible gambling obligations as a self-exclusion.

Could you please clarify whether you would like to proceed with a self-exclusion due to experiencing gambling problems?

I look forward to your reply.

Best regards,

Attila