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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

I wrote that I wanted my account to be permanently closed, 2 days later they asked me to confirm that I wanted to close my account permanently and to this day it still hasn't happened.

Написах, че искам акаунта ми да бъде затоврен перманентно, 2 дни след това ме питаха да потвърдя, че искам да си затворя акаунта за постоянно и до днешна дата още не е.

They just responded and closed my account, but they don't want to refund my losses while I'm waiting for them.

Току що ми отговриха и закриха профила, но не искат да ми възстановят загубите докато ги чакам.

Thank you for your responses. I'm glad to hear that your account is now closed.

• Have you specified the reason why you wanted your account to be closed in any of your conversations with the casino?

I already wrote exactly what I told them: Hello,

I want you to permanently deactivate my account.

Вече написах какво точно им казах:Здравейте,

Искам да ми деактивирате профила за постоянно.

Please close this inquiry. I doubt you can help with anything, so we're just wasting time.

Моля да затворите това запитване. Съмнявам се с нещо да помогнете, та само си губим времето.

We’ve closed this complaint in accordance with the player’s explicit request. While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.