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I have requested the closure of the account via e-mail, as I was told I should do via the live chat in question on January 30th. I never received any response and as of today I have only lost the amount of 509 euros.

Εχω ζητησει το κλεισιμο του λογαριασμου μεσω e mail οπως μου επισημανθηκε οτι πρεπει να κανω απο την ζωντανη συνομιλια του εν λογω καχινο στις 30 ιανουαριου δεν ςλαβα ποτε καμια απαντηση και ως εκ τουτου σημςρα μονο εχασ το ποσο των 509 ευρω

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Dear vasosou6712,

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 kindly share the reason for your account closure? Additionally, please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina