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Won’t close my account I have asked numerous times and they ignore my request

Hello Alex1012,

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.

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 (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

I feel like gambling could become a issue and would like to resolve now

Hello Alex1012,

If you wish to permanently close your account, you will need to request self-exclusion directly from the casino and explicitly mention gambling addiction or related concerns.

Please reach out to the casino as soon as possible with this request.

Let us know the outcome.

Best regards,

Nick

Hi I have emailed but as expected they have not responded

Hello Alex1012,

Can you please forward the e-mail you have sent to the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear Alex1012,

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.