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I've been requesting account closure for over a week due to my gambling addiction. When I withdrew the €5,000 I won, I requested account closure, and since then, more than a week has passed, during which they keep giving me the runaround. I've gambled over €9,000, for which I'm requesting a refund, as I have the emails saved with the account closure request, and they aren't processing it.

It's a coincidence that since I withdrew I've never won again; it seems like the software is malfunctioning and never gives me a better game.

Llevo más de 1 semana solicitando el cierre de la cuenta por mi adicción al juego, cuando retiré los 5000€ que gané solicité el cierre de la cuenta y desde entonces ha pasado más de una semana que me están dando largas en los que llevo jugados más de 9000€ de los que pido el reembolso ya que tengo los emails guardado con la solicitud de cierre de cuenta y no la tramitan.

casualidad que desde que hice la retirada nunca más he vuelto a ganar, da la sensación de que el software da problemas y nunca me da juego superior.

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Dear Miri4444,

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

To better understand your situation and assist you accordingly, could you please provide us with the following information?

• On June 17, you sent a message to the casino to close your account because the account had been used by someone else. Could you please explain what happened to your account on this day?
• When exactly did you submit your account closure request because of gambling addiction?
• Do you still have access to your account?
• Please send a screenshot of your deposit history showing transactions made after you requested for an account closure.

Your cooperation in providing these details will help us investigate and work towards a resolution. Thank you in advance for your reply.

Best regards,

Jean

On the 17th, I requested the closure of my account due to my addiction. My account is still active today, and they refuse to close it.

El mismo día 17 yo solicito el cierre de la cuenta por mi adicción. Mi cuenta a día de hoy sigue estando operativa y no la quieren cerrar.

According to the gambling regulation law, the account must be closed or restricted to not making deposits the moment I request it, and this casino does not comply with the regulations, therefore I request a refund of all those deposits.

Según la ley de ordenación del juego en el mismo momento que yo lo solicite se tiene que poder cerrar la cuenta o poder limitarla a no hacer ingresos y este casino no cumple con la normativa por eso mismo solito el reembolso de todos esos ingresos.

Thank you for providing the correspondence.

The email dated June 17 indicates that you reported unauthorized access to your account. However, it does not mention a gambling problem or request account closure due to gambling addiction.

On June 17, do you have any other email in which you specifically requested account closure or self-exclusion because of gambling problems? If so, please forward it, together with the casino's response, to jean.s@casino.guru.

This information is essential for determining when the casino first became aware of your gambling problem and how they responded. It will allow us to assess whether the casino handled your request appropriately or failed to meet its responsible gambling obligations.

Dear Miri4444,

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,
Jean
Casino.Guru