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In a moment of weakness, I opened the account and, after depositing several hundred euros, I asked for the account to be closed due to pathological addiction.

After three days of sending emails and chatting, not only have they not closed the account, but they are not responding to emails.

but they keep sending promotions, even though I said they were out of control, and they made me deposit again and again

in un momento di debolezza ho aperto l'account, dopo aver depositato diverse centinaia di euro, ho chiesto la chiusura dell'account per dipendenza patologica.

Dopo tre giorni in cui ho mandato mail e scritto in chat non solo non hanno ancora chiuso l'account ma non rispondono alle mail.

ma continuano a mandare promozioni, nonostante abbia dichiarato di essere fuori controllo, e mi hanno fatto depositare ancora e ancora

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Dear transporter,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika