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I requested the closure of the game account on 16.10.2023 via email and chat. Chat asked to put the request by email. The email was not answered. The casino closed the account after two weeks. Can I get the money back?

Dear bell2410,

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). In case of self-exclusion, a refund can be requested if the casino fails to close the player's account in a timely manner and the player makes some deposits after the request.

Could you please clarify why you requested the account closure? Please forward the account closure request to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance.

Best regards,

Kristina

I just sent them a message that I want to close my game account, 26 October 2023. They didn't close and deposits have been made, as far as I remember, even thousands of euros since then. The account was closed last week

Thank you for your reply, Imjjj. Do I understand correctly that you didn't mention a gambling problem in your account closure request? Could you please forward the request to me?

I didn't mention

En maininnut

Unfortunately, in that case, we don't think you are entitled to a refund. We could confront the casino only if you requested self-exclusion due to a gambling problem and they failed to close your account. As I explained previously, the casino has no obligation to players when it comes to basic account closure.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Imjjj,

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.