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Dear youngqueen,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello, thank you for responding to my complaint. I tried to close the account myself, but I couldn't find that option. Regarding self-exclusion, I haven't contacted support to do so because I first want to reach an agreement regarding the damage caused. I believe that the text messages and incentives they sent me led me to fall for it. I still have access to the account, but before requesting its complete closure, I need them to address what I explained about what happened in my personal life, where, because of them, I lost everything.

Hola, gracias por responder mi queja. Yo intenté por mi parte realizar el cierre de la cuenta, donde no encontré dicha opción, y respecto a la autoexclusión, no he hablado a soporte para realizarlo ya que primero quiero llegar a un acuerdo por el daño que se me ha causado, encuentro que al enviarme respectivos sms e incentivos hicieron que yo caiga. Aún tengo acceso a la cuenta pero antes de pedir el cierre total, necesito que se hagan cargo de lo que expliqué respecto a lo que me ha pasado en mi vida personal, donde por culpa de ellos, lo perdí todo.