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Good day, I request for the closure of my account due to inactivity and payment of my remaining balance from the beginning of the year at the casino, but it completely ignores me and doesn't even respond to my requests

buongiorno, richiedo la chiusura per inattivita del mio account e pagamento del mio saldo rimanente da inizio anno al casino che però mi ignora completamente e non risponde neanche alle mie richieste

Dear alfinolino7,

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

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

• Could you please advise how long you were a player of the casino and when was your last activity on the website?
• Is your casino account verified?
• Could you please share a screenshot of your last activity recorded on the website, with the link to the website visible?
• Does 1500€ represent your winnings in the casino?
• 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

my account is verified, I have no email communications other than "your account has been verified you can now withdraw and deposit"

1500 euros are actually deposits not yet played, the rest I could withdraw I took

il mio conto si è verificato, non ho comunicazioni via email se non " il tuo conto è stato verificato ora puoi prelevare e depositare"

1500 euro in realta sono dei depositi non ancora giocati , il resto quello che potevo prelevare l'ho prelevato

hi, is there anyone?

ciao ce nessuno?

Thanks for your reply.

Could you please share a screenshot of your last activity recorded on the website, with the link to the website visible?

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

Have you contacted casino support regarding the issue? With what result?

Could you please advise why you deposited in the casino, if there was no gameplay activity?

Excuse me in what way? the casino as I say since opening the complaint is completely ignoring me, I deposited because I wanted to play but then I changed my mind not finding myself comfortable on the site and I decided to close the account, what would be the problem?

in che senso mi scusi? il casino come dico dal apertura del reclamo mi sta completamente ignorando, ho depositato perche volevo giocare ma poi ho cambiato idea non trovandomi bene sul sito e ho deciso di chiudere l'account, quale sarebbe il problema?

I am sorry but if you deposited without sufficient gaming activity, the casino might not process your funds.

Online casinos might process refunds within a specified period, or deposits that were turned over sufficiently.

Please let me know if you believe your activity with the most recent deposit was sufficient warranting a payout.

I'll await your reply.

the casino replied to me after weeks for the umpteenth time:

Dear alfione997,

we have handled your request. Below you will find the response from Customer Service:

SUBJECT: account closure request

SOLUTION:

You were asked for the detailed justification for the decision to close your gaming account before proceeding with the request

Your Customer Service is available for any need!

They continue to want motivation even if it has already been given to them, I'm trying to stop playing but they are instigating me to play, I'm speechless

il casino mi ha risposto dopo settimane per l'ennesima volta:

Gentile alfione997,

abbiamo gestito la tua richiesta.Qui di seguito trovi la risposta del Servizio Clienti:

OGGETTO:richiesta chiusura conto

SOLUZIONE:

Le è stata richiesta la motivazione dettagliata della decisione di chiusura del suo conto gioco prima di procedere con quanto richiesto

Il tuo Servizio Clienti è a disposizione per qualunque esigenza!

Continuano a volere una motivazione anche se glielo gia data io sto cercando di smettere di giocare ma loro mi stanno istigando al gioco , sono senza parole

the casino suspended my account now I can't even log in, I asked for explanations but they don't answer and the live chat doesn't work

il casino mi ha sospeso il conto ora non posso neanche accedere, ho chiesto spiegazioni ma non rispondono e la chat live non funziona

Thank you very much, alfinolino7, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello alfinolino7,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an AdmiralBet Casino IT representative to join this conversation and participate in resolving this complaint.

Dear AdmiralBet Casino IT,

Could you comment on this?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli Gaming Authority (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru