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Hello

On Thursday, February 13, I requested the permanent closure of my account via chat due to gambling addiction. The chat had previously directly arranged a period of rest, but this time they refused and told me that I had to send an email requesting the closure.

At that very moment I sent an email, as requested.

On Friday morning, February 14th, my account was still open and I contacted the chat again asking them to please close the account. Their response was that I would receive a response in a couple of hours.

Today is Saturday, I have not received a response and my account is still open. I have lost the withdrawal request of 1200 euros (which I understand, I cannot claim) and I have compulsively deposited 700 euros.

I need help. I hope this complaint will help close my account and get my funds back.

Thank you.

Hola

El jueves 13 de febrero, solicité por chat el cierre permanente de mi cuenta por adicción al juego. Anteriormente el chat ya había gestionado directamente un perido de descanso pero, esta vez, se negaron y me dijeron que debía enviar un correo solicitando el cierre.

En ese mismo momento envié un correo, tal y como me pidieron.

El viernes 14 de febrero por la mañana, mi cuenta seguía abierta y volví a contactar con el chat pidiendo que por favor cerrasen la cuenta. Su respuesta fue que, en un par de horas recibiría una respuesta.

Hoy es sábado, no he obtenido resouesta y mi cuenta sigue abierta. He perdido la solicitud de retiro de 1200 euros ( que entiendo, no puedo reclamar) y he depositado de manera compulsiva 700 euros.

Necesito ayuda. Espero que esta queja ayude al cierre de mi cuenta y a la devolución de mis fondos.

Gracias.

Dear juliobit8, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with all the other relevant communication regarding the closure of your account? My email address is veronika.f@casino.guru. 

Also, please keep in mind that processing self-exclusion requests may take a few working days since these requests have to be approved manually.

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika.

I am sending you the email in which I inform the casino of my gambling addiction.

Also screenshots where I ask the chat to block my account due to problems with the game (before and after the email)

I understand that in some cases self-exclusion takes a few business days, but at this casino, the chat has the ability to block the account (as it did previously when I requested the block for a week. I don't understand why in some cases it blocks and in others it doesn't, perhaps it is because, in this last case, I had a pending withdrawal of 1200 euros and, if the account remained open, there was a possibility that I would lose all the money, as has happened)

To show the casino's bad intentions, I am forwarding you the email I received today. In it, they are offering me a 100 BONUS IN EXCHANGE FOR NOT EXCLUDING MYSELF.

Today, when I again begged the chat to close my account, I was told that the blocking would take 24 hours, so I explained the complaint filed at casino guru. The chat, after reading this information, blocked the account immediately. They prove that they could have blocked my account when I first contacted them explaining my addiction.

thank you

Hola Veronika.

Te envío el correo en el que informo al casino mi adicción al juego.

También capturas de pantalla en los que pido al chat que bloquee mi cuenta por problemas con el juego ( antes y después del correo)

Comprendo que, en algunos casos la autoexclusión se demore algunos días hábiles, pero en este casino, el chat tiene la capacidad de bloquear la cuenta ( como ya hizo anteriormente cuando solicité el bloqueo durante una semana. No entiendo porque en unos casos bloquea y en otros no, quiza se deba a que, en este último caso, tenía pendiente un retiro de 1200 euros y, si la cuenta seguía abierta, existía la posibilidad de que perdiese todo el dinero, como así ha pasado)

Para que quede muestra de las malas intenciones del casino, te reenvío el correo que he recibido hoy. En él, me ofrecen un BONO DE 100 A CAMBIO DE NO AUTOEXCLUIRME.

Hoy, cuando volví a suplicar al chat que cerrase mi cuenta, me dijeron que el bloqueo se demoraría 24 horas, entonces expliqué la queja interpuesta en casino guru. El chat, tras leer esta información, bloqueó la cuenta de inmediato. Demuestran que podían haber bloqueado mi cuenta cuando contacté por primera vez explicando mi adicción.

gracias

Thank you for your messages and for your patience.

According to the emails you sent me, you requested to be self-excluded on February 13, and your account was successfully closed on February 15, just two days later.

I understand that during the time between your request and the actual closure, you were able to deposit money into your account. However, according to our policy, we consider a two-day processing time for self-exclusion requests to be a reasonable timeframe for the casino. Since self-exclusion requests are typically handled manually by the relevant department, and many casinos' departments do not operate over weekends, your account was closed on Saturday, which is outside of regular working hours.

As per our policy, we would not hold the casino responsible for the delay in processing your self-exclusion request if it was closed on the first working day after the weekend, which in this case was Monday.

Regarding the offer you received from the casino before your account closure, I would like to address this from a responsible gaming standpoint. While we do not agree with casinos sending such offers to players who have requested self-exclusion, we understand that this is part of the business practice of certain operators. It is important to highlight that such offers, while seemingly tempting, may not align with the core values of responsible gaming.

As advocates for responsible gambling, we believe it is essential for casinos to respect a player’s decision to self-exclude without trying to entice them back with bonuses or promotions. We always encourage casinos to focus on the well-being of their players and avoid offering any form of incentive that might undermine a player’s self-exclusion request.

However, since your account has been closed within a reasonable timeframe, we are unable to assist you with the request for a refund of your lost deposits.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.