Tonplay Casino - Player's account deletion request is ignored.

I've asked them several times to delete my account at this casino, but they won't do it.

After making the request, I ended up depositing and spending €1,500 because of my gambling addiction.

I’m attaching screenshots of my requests—they’re more than obvious!

This casino takes advantage of players’ addiction!

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Dear Dezanove19,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"HOW WE CAN HELP

We advise all players who are concerned about their gambling behavior to take a break by excluding themselves from their gaming account. Self-exclusion will lock your account for a minimum of 6 months and no promotional material will be sent.

Contact our experienced Customer Support team via email support@tonplay.com at any time to request this and they will kindly assist you. A 7 day cooling off period is also available. We recommend that you contact all other gambling sites where you have an account and request self-exclusion there also."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, of course, I've requested self-exclusion many, many times!

I'm just sending a few screenshots. When this casino finds out we're addicted—even when we tell them and ask to self-exclude—they do it on purpose to keep our account open so we'll keep depositing and spending.

Dear Dezanove19,

Thank you very much for your clarification.

Since you confirmed that you also requested self-exclusion via email, could you please send me a copy of the original self-exclusion request you sent to support@tonplay.com, including the date it was sent and any response you received from the casino?

Please forward the relevant email communication to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Dezanove19,

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,
Karla
Casino.Guru