Fiery Play Casino - Pelaajan tilin sulkemispyyntö evätään.

The casino refuses to close my account despite repeated requests.

Das Casino weigert sich mein Konto zu schließen trotz mehrmaliger Aufforderung.

Dear Matthias1107,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I don't care what you call it

I want the account to be closed

Es ist mir egal wie man das nennt

Ich will das das Konto geschlossen wird

Thank you for your reply, Matthias1107. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I have asked several times in the chat to block or close the account

Furthermore, this operator violates legal provisions

You cannot exclude yourself like on other online platforms

The case is

Ich habe im Chat mehrmals aufgefordert den Account zu sperren oder zu schließen

Außerdem verstößt dieser Betreiber gegen gesetzliche Bestimmungen

Man kann sich nicht selbst ausschließen wie das auf anderen online Plattformen

Der Fall ist

And no, I will certainly not give a reason because it is nobody's business

Und nein ich werde mit Sicherheit keinen Grund nennen, weil das niemand was angeht

Please understand we only request information when it’s truly necessary for us to proceed with a case. I wouldn’t ask if it weren’t essential to help move things forward. I completely understand that you may have your reasons for not sharing it, but without your cooperation, we’re unfortunately unable to assist further.

As a result, we’ll have to close this complaint. We would have liked to help resolve this for you, but the circumstances simply don’t allow us to continue.

Thank you for your understanding, and please don’t hesitate to reach out if you run into any issues with this or any other casino in the future. We’ll always do our best to support you.