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Please inform Casino Guru that the casino is only allowing me to close my account for a maximum period of one month instead of permanently. They asked me to complete a form, but the form clearly states that the maximum closure period available is only one month. I requested a permanent account closure, and this option has not been provided. I would like this to be investigated as part of my complaint.

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Dear Mgur79,

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

Thank you for providing the screenshot as well — I can see that you clearly informed the casino about having a gambling problem and requested account closure, while being instructed to proceed via email and form.

In order for us to properly assess whether the casino acted in line with responsible gambling policies, I would like to kindly ask you to clarify a few important points:

• Could you please confirm whether you explicitly requested permanent self-exclusion (not just temporary closure) in your emails to the casino?
• Have you already filled out and submitted the form they provided? If yes, what exact options were available to you?
• Since your request, have you been able to log in, play, or make deposits?
• Do you have access to the emails you sent requesting closure and any replies from the casino? If so, please upload them here or forward them to petronela.k@casino.guru.
• Lastly, could you confirm the date when you first requested account closure/self-exclusion?

These details will help us determine whether the casino failed to apply appropriate responsible gambling measures and whether your request was handled correctly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Mgur79,

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,
Petronela
Casino.Guru