Evolve Casino - Player’s account hasn't been closed.

Casino weigert sich mein Konto dauerhaft zu schließen

Dear Heiko004,

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

Could you please specify the reason for closing your account? Would you be so kind and forward me the account closure requests which you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Heiko004, thank you for your email. I see that you requested a simple account closure, and as I mentioned previously the casino has no obligation to the player. Unless you wanted to close your account due to gambling problems, we are not able to help and we cannot punish the casino for it.

Please, let me know if there is anything else I could do for you regarding this case, but I am afraid I will be forced to reject the complaint. Thank you for understanding.

Heiko004, thank you for your email. I see that you requested a simple account closure, and as I mentioned previously the casino has no obligation to the player. Unless you wanted to close your account due to gambling problems, we are not able to help and we cannot punish the casino for it.

Please, let me know if there is anything else I could do for you regarding this case, but I am afraid I will be forced to reject the complaint. Thank you for understanding.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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.