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I requested to permanently close my account as I was no longer having fun at this casino.

I received a message on April 9th asking why I didn't want to play there anymore and suggesting alternate options such as a cooldown/deposit limit, etc. I responded the same day, stating that I was no longer having fun and that I would like my account to be permanently closed.

Today I received the same message asking why I want my account closed and suggesting that I could set a cooldown/deposit limit. Since my account still was not locked, I ended up depositing about 500 Euros.

I don't think this is fair. I feel like they're purposely delaying the closure of my account in order to tempt me to deposit and, as in my case, lose more money.

Ich habe gebeten mein Konto permanent schließen zu lassen, da es mir in diesem Casino keinen Spaß mehr gemacht hat.

Ich erhielt am 09. April eine Nachricht mit der Frage warum ich nicht mehr dort spielen möchte und es andere Möglichkeiten wie cooldown/Einzahlungslimit etc. gibt. Daraufhin habe ich am selben Tag geantwortet, dass es mir kein Spaß mehr macht und mein Konto bitte dauerhaft geschlossen werden soll.

Heute erhielt ich dann dieselbe Nachricht, warum ich mein Konto schließen möchte und dass ich doch ein cooldown/Einzahlungslimit setzen kann. Da mein Konto immernoch nicht gesperrt war, habe ich dann ca. 500 Euro eingezahlt.

Ich finde das nicht fair. Ich habe das Gefühl, dass man bewusst hingehalten wird, damit man nochmal Geld einzahlt und wie in meinem Fall verliert.

Dear Mrfleck,

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 problem).

• Have you taken advantage of the tools the casino offered to you, or have you requested a self-exclusion?
• Have you requested a refund of your lost funds? With what result?
• Is your casino account currently accessible to you?

Thank you very much in advance.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Mrfleck,

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.