The player from Germany wanted to cancel his account with StarGames but faced resistance from support, who temporarily deactivated the account instead of completing the cancellation. Despite providing six reasons for his decision, he was asked to repeat them and provide more justification, which he refused to do. The Complaints Team informed him that account closures could only be processed for specific reasons, such as gambling addiction, and suggested he refrain from visiting the casino's website and block their emails. The complaint was closed, and the player was advised to disengage from the casino on his own terms.
StarGames Casino - Player’s account cancellation request is delayed.
Closed
Our verdict
Other
Amount: ??
StarGames Casino
Safety Index:Very highCase summary
Discussion
Public
Public
7 months ago
Translation
Hello,
I opened an account with StarGames a few weeks ago.
I played there for a few days (without a bonus) and cashed out the remaining amount I had won, about €36.
I received the payment immediately.
But this is not about any money.
I have decided that I do not like this casino and therefore wrote an email to StarGames Support today, April 19, 2025 at 8:23 p.m. , stating that I want to cancel my account.
I don't actually have to give a reason for my termination, but I've taken the trouble to include some reasons in this email.
>>> Reason:
I don't like your casino.
Many rollers run extremely slowly.
It is not possible to stop the laps independently.
The individual rounds take far too long for me.
They have very few games/slots in the casino that I actually like.
I don't like the fact that withdrawal fees are charged. <<<
Then on April 19, 2025, at 8:48 PM, I received an email from support saying they wanted to temporarily deactivate my account....
and I have to give reasons for my resignation!!!
I gave 6 reasons in my email.
Should I write all 6 reasons to support again, just because my 6 reasons are obviously not enough for them or because the casino support didn't feel like reading my emails in full?
And I wanted a full cancellation and not a temporary deactivation/blocking.
However, support will only be willing to close my account completely if I give them more reasons for cancellation and repeat the 6 reasons I have already mentioned.
What is that supposed to mean?
Furthermore, there is no bonus or anything else open or unresolved at the casino that would prevent a complete cancellation.
However, the casino doesn't want to cancel my Konrad account completely yet because they want to know more reasons from me first.
But I don't see any reason to write any more.
I demand complete termination, with immediate effect...from today, April 19, 2025!
Automatic translation:
Public
Public
7 months ago
Dear w1960h,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing.
Please note that we are able to assist with account closures only in cases where the player specifically requests it due to gambling addiction. If your reason for wanting to close your account is dissatisfaction with the casino’s services, and the casino is not responding, we can only recommend refraining from visiting their website.
Would you like to proceed with a self-exclusion request based on gambling addiction? Please let me know.
Best regards,
Veronika
Public
Public
7 months ago
Translation
Hello,
No, I am not addicted to gambling and this is not about self-exclusion, e.g. because of gambling addiction.
I just don't like this casino.
It doesn't appeal to me.
Again:
>>> Reason:
1. I don't like your casino.
2. Many reels run extremely slowly.
3. It is not possible to stop the laps independently.
4.The individual rounds take far too long for me.
5.They have very few games/slots in the casino that I actually like.
6. I don't like the fact that withdrawal fees are charged. <<<
I don’t have to dislike every online casino.
Just because I don't like red boots and therefore don't want to buy them...
I don't buy them just because I'm a shopaholic.
It doesn't make any sense.
And I will definitely not comply with Cadino's request to repeat my 6 reasons and come up with even more reasons just to make this casino happy.
And I won't admit to something (gambling addiction) that isn't true just to keep this casino and the Casino.Guru team happy.
I don't admit to stealing just because someone wants to hear and read that from me...even though I didn't steal anything.
That would already border on attempted coercion (a criminal offense).
Then I won't register there anymore.
Casino support is welcome to have me.
And I'm going to block the casino's email addresses in my Gmail account, so at least they can't reach me anymore.
Edited
Automatic translation:
Public
Public
7 months ago
Hi w1960h,
Thank you for your response. Given your dissatisfaction with the casino, I recommend that you refrain from visiting their website moving forward and, as you mentioned, block their email addresses to prevent any further communication.
Unfortunately, as the casino requires additional steps for account closure, we are unable to force them to act outside their standard process. However, by blocking their emails and avoiding their site, you can effectively disengage from the casino.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Veronika
Casino.Guru Team
