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They are not responding to my requests for a permanent account suspension and self-exclusion.

Even if my account is suspended, it can easily be reactivated via email, making it difficult for me to quit. This is causing me a lot of problems.

アカウントの永久凍結、自己排除に対応してくれません。

凍結してもメールですぐに解除できてしまうので辞めることができなくて困ってます。

Hello wscdg2j4kz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Thank you for your reply.

I want to quit gambling and want to be unable to log in again.

返答ありがとうございます。

ギャンブルを辞めたくて2度とログインできなくしたいです。

Hello wscdg2j4kz,

Could you please clarify exactly how you made the request to the casino? Additionally, could you forward the exact email you sent to them to nikolas.b@casino.guru for further review?

Please note that if you did not specifically mention gambling issues or addiction, the casino may not have been obligated to close your account.

I look forward to your response.

Best regards,

Nick

Hello wscdg2j4kz,

When exactly did you send them this e-mail? Did you receive any respond to it or was your account closed since?

Such requests takes up to 3 days to be processed by the casino so If your account is still active, please let us know.

Looking forward to your respond.

Best regards,

Nick

Hello wscdg2j4kz,

Please answer to my previously asked questions and forward the e-mail from your last post to nikolas.b@casino.guru.

Looking forward to you response.

Regards,

Nick

I have forwarded your email! Please check.

メール転送しました！確認お願いします。

Hello wscdg2j4kz,

I have requested you to forward the e-mail you sent to the casino. The one you sent was simply sent to me and it is not possible to determine when was sent to the casino.

Please forward the exact same e-mail you sent to the casino not a new one.

Regards,

Nick

Dear wscdg2j4kz,

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.