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The casino has reopened my account after I closed it in December! They have deceived me by sending me SMS with free spins. I logged in and deposited 150 euros again. I have gambling problems and I am on the self-ban list. The only way to not access unlicensed sites in Spain is by closing the account, which is what I did. Even so, they suddenly opened it for me and I lost money. They do not answer emails!!!!!!

El casino me ha vuelto a abrir la cuenta después de haberla cerrado en Diciembre! Me han engañado enviándome SMS con free spins. He entrado y he vuelto a depositar 150 euros. Tengo problemas de juego y estoy en la lista de autoprohibidos. La única manera de no acceder a los sitios sin licencia en España es cerrando la cuenta que es lo hice. Aún así, ellos de repente me la han abierto y he perdido dinero. No contestan a los correos!!!!!!

Dear anamariapricop27,

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 forward me the account closure requests that you sent to the casino in December? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hello! They closed my account via the customer service chat. I didn't take a screenshot but I still couldn't play and couldn't log in until February 6th or 7th when they suddenly started sending me SMS with free spins offers. Then I realized that the account had been reopened without me having asked for it!

Hola! Me cerraron la cuenta vía el chat de atención al cliente. No hice captura de pantalla pero vamos que seguí sin jugar y sin poder acceder hasta el día 6 o 7 Febrero que me empezaron a enviar SMS de repente , con oferta de giros gratis. Entonces caí....y me dí cuenta de que la cuenta fue reabierta sin yo haberlo pedido!

Thank you very much for your reply, anamariapricop27. Could you please advise if you currently have access to your casino account?

Dear anamariapricop27,

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.