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On 10.08 I sent an email to the casino with the following text: Hello,

I want you to permanently deactivate my account.

Personal Identification Number xxxxxxxxxxxx

On 12.08 - 2 days later I received the following email: Hello,

Please confirm that you wish to have your account permanently deactivated.

Even though I explicitly said that I wanted my account to be permanently deactivated, they didn't do it and as a result, I have lost over 4,000 euros to date.

Due to the slow response, I want a refund of the deposits and permanent account suspension.

На 10.08 изпратих имейл до казиното със следният текст: Здравейте,

Искам да ми деактивирате профила за постоянно.

ЕГН хххххххххх

На 12.08 - 2 дни след това получих следният имейл: Здравейте,

моля да потвърдите, че желаете профила Ви да бъде деактивиран за постоянно.

Въпреки, че изришно бях казала, че искам да ми деактивират профила за постоянно не го направиха и в резултат имам загуби за над 4000 евро до днешна дата.

Заради бавната реакция искам възстановяване на депозитите и перманентно изключване на профила.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you specified the reason why you wanted your account to be closed in any of your conversations with the casino?
• Did you send only one email on 10 August, or did you also contact the casino through any other communication channels regarding your account closure request?
• Did you respond to the casino’s reply that you received two days later?
• Is your account still open, or has it been closed in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika