SG Casino - Player's account closure request is delayed.

Good morning, after several messages sent via email to close the gaming account because I play a lot, too much time passes, I continue to deposit and they do not close it, I would like to be refunded for the €1500 paid yesterday in the chat attachment of the email.

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Dear Fra95

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 protect the player.

On the other hand, self-exclusion represents a degree of protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances. Please note we may only ask the casino to refund you funds that were lost via gambling if you informed the casino of suffering from gambling problems and the casino failed to protect you as a result.

• When was the last time you were in contact with casino support, and what did you discuss?
• Have you disclosed suffering from gambling issues to the casino in the past? Would you be able to share the evidence of that? Send any relevant evidence to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Every day I contact them, they beat around the bush to avoid closing the gaming account, and other emails are attached.

Thanks for sharing your communication with the casino.

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.

For players with gambling problems, we advise the use of the following template when contacting the casino:

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings SG 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 let me know if this is a valid solution to your issue.

Dear Fra95,

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.

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,
Tomas
Casino.Guru