Anon Casino - Pelaaja pyytää tilin ratkaisua.

What I want is for them to provide me with the definitive discharge immediately, as established by Spanish legislation, since that is where they are and they must provide it at the moment.

Yo lo quiero es que me proporcionen la baja difinitiva de forma inmediata tal y como estable la legislación española que es donde están deben facilitarla en el momento.

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Dear Jcvs21,

Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Do I understand correctly that you are trying to close your casino account?

I will be patiently waiting for your reply.

Best regards,

Kristina

I requested the closure on the 28th because that's what they tell you in these cases via live customer service chat on the 28th. Since they didn't respond, I contacted them again yesterday for health reasons. I contacted them by email. [email protected]

Solicité el cierre el día 28 porque es lo que te mandan en estos casos en chat directo de atención al cliente el día 28. Como vi que no me hicieron caso volví a contactar ayer, por motivos de salud. Contacte el mail [email protected]

Thank you for your reply, Jcvs21. Did the casino support provide you with this email address? Have you received any reply?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I just want to close my account. There was no communication.

Solo quiero cerrar mi cuenta. No hubo ninguna comunicación

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

However, I would recommend that you send a self-exclusion request if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another self-exclusion request to the casino support team and keep me updated on any further developments.

That's a lie. The casino operates in Spain; if self-exclusion is requested, it must be implemented from the moment it is requested.

Eso que dice es mentira el casino actúa en España si se pide la autoexclusión debe hacerla desde el mismo momento en el que es solicitada

Jcvs21, please understand that Anon Casino does not operate with a license issued by the Spanish government; therefore, they do not have access to the national register. In other words, because Anon Casino operates without a necessary license, it is not possible for them to comply with Spain-specific responsible gambling measures, such as the national registry.

Therefore, I suggest that you get back to my last message and follow my instructions if you wish to self-exclude your account. If you do not wish to proceed with this step, please let me know so I can close this complaint. Thank you for your cooperation.

Dear Jcvs21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru