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About 14 days ago, I first tried to have my account blocked via live chat and email. After that, I sent about 10 emails and contacted the live chat, requesting that my account be closed. Unfortunately, I lost at least €500. Please help me permanently close my account and get a refund.

Ich habe von ca 14 Tagen das erste Mal versucht über den Live Chat und per Email mein Konto sperren zu lassen. Danach ca 10 Emails geschrieben und den Live Chat kontaktiert mit der Bitte der Kontoschliessung. Leider noch mindestens 500 Euro verspielt. Bitte um Unterstützung zur endgültigen Kontoschliessung und Rückerstattung.

Dear Wildwoman,

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 problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear Wildwoman,

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.