Crazy Fortune Casino - Player's account hasn't been blocked.

Hi

i opened an account with this casino few years ago. I was deposited and played for a while then I sent mail to close my account permanently because of addiction. But they didn’t close my account for days then I lost another 2000$. I have asked the operator many times no reply so far including regulator hopeless. Please help me to solve the complaint.

i am asking for refunds because of operator behaviour. Please help me.

Dear Anto1318,

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 an account and self-exclusion:

Closing the 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 cooling off period and this cannot be done for players who’s are addicted/with gambling problems).

From the email you sent to us I can clearly see you only asked the casino to close your account, and there is no mention of self-exclusion, nor gambling addiction. If the casino wasn’t informed about your problem, we, unfortunately, cannot proceed with this case as failed self-exclusion and you are not entitled to any refund.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru, otherwise, I will be forced to reject this complaint.

Thank you very much for understanding.

Best regards,

Kristina

Thank you for your email, Anto1318. As I said, the casino has no obligation to you if you only ask for simple account closure. We cannot proceed with this case as failed self-exclusion, as gambling addition wasn't stated as the reason why you tried to close the account. Since you didn't mention it, the casino wasn't aware of your problem, therefore we cannot punish it and ask it to refund you your deposits. I would recommend that in the future you clearly state the reason for your request. I would also suggest you check out the self-exclusion process in the casino's responsible gambling section as well as General T&Cs. There might be mentioned other additional requirements or instructions that must be followed in order to successfully request self-exclusion.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.