DirectionBet Casino - Player is unable to close their account.

I’ve been trying to close my account for about a month now! I’ve sent over 10 emails, chat but still no respond.

i told them that I have a gambling problem and still nothing!!

Dear sabrinalongo19,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DirectionBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your attempts to communicate your ongoing gambling problems to the casino?
• Have you attempted to contact live chat support after your requests via email weren't addressed?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas, I erased the emails I’ve sent. I contacted them multiple times by chat and they always told me to sent emails.

i wanted to close it last month and the only email I got from them was that the account was closed for one month! Even after telling them that I had a gambling problem.

my account is now open, with no response by emails, again contact them by chat and they can’t do nothing! This is ridiculous

Hello sabrinalongo19,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

Please send me any communication you sent to the casino or received from the casino you haven't deleted.

My email is tomas@casino.guru

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings sabrinalongo19,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (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 send another email to customercare@directionbet.com (you can include me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Dear sabrinalongo19,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.