Zoome Casino - Player's account closure request is refused.

After requesting 2 times in email and 4 times in chat to close account, they simply refuse, and write ai responses.

They are trying force me to stay there, and I have never experienced something like this in many years of playing on different sites.

How you consider this a safe casino here at casinoguru is beyond my understanding. I started playing there just a few deposits because of your safety index.

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Dear refw,

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 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 problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Katarina

I have sent all documentation 3 days ago. Thank for explaining the difference which is quite obvious.

Dear refw,

thank you for your reply and emails.

We have observed that your account closure request does not reference any concerns regarding a potential gambling problem.

To ensure we are providing appropriate support, could you please clarify whether you are experiencing any difficulties related to gambling?

Looking forward to your reply,

Katarina

No, I do not experience this, and why do you indicate this? I just sent a message to terminate my account. How big case does this need to be? A casino refuse to close my account because I lost money there, and now they bombard me with marketing mails which gmail sends directly to the junk folder obviously.

This is embrassing for any professional casino site which you promite here on casinoguru.

Just close the account and we're done?

Dear refw,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.

All the best,

Katarina