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I have emailed the ‘manager’ several times for my account to be closed and she keeps offering me rewards to entice me to keep my account open.

Hello susiebucks62,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player and may still send out any promotional or other e-mails.

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 and should also stop sending out any kind of e-mails to the player(after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hi Nick

I want to close the account the completely. I am concerned that I am spending too much time and money on this gambling site.

Kind regards

Susan

Hello susiebucks62,

Can you please forward the request sent to the casino to nikolas.b@casino.guru where it is clearly shown whether you requested for account closure or self-exclusion?

Dear susiebucks62,

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.