Casino Intense - Pelaajan omaehtoisen pelikiellon pyyntö on viivästynyt.

Hi, I've been trying to self-exclude since the beginning of the year but no one has responded to me and hasn't approved me.

Salve sto provando a fare l autoesclusione dal inizio anno ma nessuno mi risponde e non mi approva

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that on April 17, you mentioned addiction for the first time in your account closure requests?
• Have you ever received any response to any of the emails you sent to the casino’s customer support?
• After you did not receive any reply to your self-exclusion request, did you try contacting the casino through any other channels, such as live chat?
• Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi, I tried to contact them via instant chat, reporting the situation to the operators, Cristian, Savio, and many others, but they all replied that I should send the emails to [email protected] but I sent so many without any response

Salve ho provato a contattarli tramite la chat istantanea facendo presente la cose agli operatori , cristian, savio, e tanti altri ma tutti mi hanno risposto che avrei dovuto mandare le email al [email protected] ma ne ho mandate tantissime senza alcuna risposta

I would also like to add that I have 200 euros to withdraw from my account but suddenly they sent the bill as a document verification (in the past accepted) now suddenly they wanted the verification again and therefore I still have 200 euros in the account to withdraw.

Thank you so much for the help you are giving me.

Vorrei anche aggiungere che ho 200 euro da prelevare sul conto ma improvvisamente hanno rivolto la bolletta come verifica dei documenti ( in passato accettata) adesso improvvisamente hanno rivoluto la verifica e quindi ho ancora 200 euro sul conto da prelevare .

Grazie mille per l aiuto che mi state dando.

Dear Roberta077

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Roberta077,

I am so sorry to hear about your problem with the Casino Intense. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Intense representative to join this conversation and participate in resolving this complaint.

Dear Casino Intense,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Igor for your help.

Unfortunately, I have been asking for self-exclusion for almost a year but they don't respond to my emails.

I have excluded myself from all platforms precisely to avoid playing because I realize that mine is a real addiction, but having access to intense casinos I continue to play and give in to temptation.

I just don't know what else to do to get them to exclude me so I can solve my problems!

Thanks again for your help

Grazie Igor per il tuo aiuto .

Purtroppo è da quasi un anno che chiedo l autoesclusione ma non rispondono alle email .

Mi sono autoesclusa da tutte le piattaforme proprio per non giocare perche mi rendo conto che la mia e una vera è propria dipendenza , ma avendo accesso a casino intense continuo a giocare e cedo alla tentazione .

Non so proprio piu come fare per farmi escludere anche da loro cosi risolvo i miei problemi!

Grazie ancora per l aiuto

Dear Casino Guru Team,

Thank you for forwarding the complaint. After reviewing the player’s account and all internal records, we would like to clarify several points.

We have no record of any self-exclusion request submitted through our official channel. The player repeatedly contacted an incorrect email address ([email protected]), which is not correct. Our official address is [email protected], and we have not received any messages from the player there.

It is also important to note that the player accepted multiple bonuses on the dates mentioned, which automatically cancels any account-closure request if such a request had been made.

Regarding the withdrawal situation, our system shows that the player created withdrawal requests but cancelled each of them on the same day. There is no record of any 200 EUR withdrawal pending, blocked, or rejected. As for verification, the previously submitted utility bill had expired, and the player uploaded a new document on the 20th, which was reviewed and approved on the same day without delay.

Based on the information provided in the complaint, including the email address used and the described interactions, it appears the player may be mixing our casino up with another platform, as several details do not align with our procedures or records.

For full transparency, we confirm that the player’s account has now been permanently closed in accordance with responsible gaming standards.

Please let us know if any other clarification is required.

Kind regards,

CasinoIntense Compliance & Legal Team

Dear Roberta077.

According to Casino Intense, your account has been blocked.

Could you please confirm or deny this information?

Additionally, if your account is indeed blocked, please let us know whether you consider this case resolved.

Or would you prefer to keep this complaint open until the €200 payment is settled?

Hi, now it appears that you are self-excluded, but it's not like they say.

Because the email address where I repeatedly sent the self-exclusion request was provided to me by their collaborators in the online chat every time I requested updates!

So learn to tell the truth and help those like me who are seeking help for an addiction that controls their mind.

Igor thanks again for your help I don't know how to thank you!

You saved me and my family, thank you so much ❤️

Salve adesso risulta l autoesclusione , ma non è come dicono loro .

Perche l email dove ho mandato piu volte la richiesta di autoesclusione me l lhanno fornita i loro collaboratori nella chat online ogni volta che ho richiesto aggiornamenti!.

Quindi imparate a dire la verità ed aiutare chi come me chiede aiuto per una dipendenza che controlla la propria mente.

Igor grazie ancora per il vostro aiuto non sò come ringraziarvi !

Avete salvato me e la mia famiglia, grazie di cuore ❤️

Dear Roberta077,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor