Fun88 Casino CL - Pelaajan pyyntö tilin sulkemisesta hylätään.

I tried to self-exclude or close my account, but customer service informed me that they didn't have that option. This surprises me, since informing them that the reason is gambling addiction should require them to close my account, as their license should have obligated them to do so.

Here's a screenshot of the chat.

Trate de auto-ecluitme o cerrar mi cuenta pero el.servicio.al cliente me informo que no contaban con esa opción. Esto me sorprende ya que al informarles que la razón es adicción al juego su licencia debería obligarlos a cerrar mi cuenta.

Les dejo el pantalla del chat

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear hbarzej,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

11.3 ACCOUNT CLOSURE FOR COMPULSIVE GAMBLING OR SELF-EXCLUSION

Although the goal of FUN88 and the Website is for Customers to enjoy the game, we know and recognize that there may be cases where there are Customers for whom the game is no longer fun. For those Customers who wish to voluntarily restrict their gambling, they may request the closure of their account for "COMPULSIVE GAMBLING" or "SELF-EXCLUSION". This must be done at the request of the user and/or family member, and must be done via FUN88 email or our FUN88 24/7 Customer Support chat. The reason for the request must be specified and the corresponding procedure followed.

Procedure:

a) Request from the user and/or family member indicating the reasons for the request, through the FUN88 email and/or our FUN88 24/7 Customer Support section.

b) The customer will receive a response to their request from FUN88 within 24 to 48 hours if it is by email from FUN88 and/or if it is by our 24/7 Customer Support Chat, the response will be immediate. If the account has a balance in favor, the user must withdraw it.

c) The client must confirm by email to FUN88 his intention to DEFINITELY close the account for the reasons indicated.

d) Once the email mentioned in the previous point is received, the account will be INDEFINITELY SUSPENDED for the requested period and FUN88 will send an email to the user with the folio number for proof.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

I requested this via chat, and that's where they told me what was displayed on the screen: that they didn't offer the option to self-exclude. I don't have a screenshot of the request itself because I only took a screenshot of the response that stated that. I also couldn't find an email address to send the request to.

Esta la solicite por chat y fue donde me indicaron lo enviado por pantalla, que no tenían la posibilidad de autoexclusion. No tengo un pantallazo de la solicitud misma porque solo tome camputura a la respuesta que me indicaba eso. Tampoco encontré una dirección de correo a la cual enviar la solicitud

I sent you the screenshots of the chat conversation to your email address, where they indicate that they do not have self-exclusion implemented in any form or by any means.

Le envie a su correo los pantallasos de la conversacion por chat donde indican que no tienen implementado la autoexclusion en ninguna forma o por ningun medio

Additionally, after requesting self-exclusion again via chat and receiving the same response that it was unavailable, I managed to get the escalation email address to which I sent a request, which I copied, and to which I have not received a response.

Adicionalmente luego de solicitar nuevamente por chat la autoexclusion y que me dieran la misma respuesta de qye no estaba disponible, logre que me entregaran el correo de escalamiento al cual envie una solicitud en la cual la copie y de la cual no he tenido respuesta.

Dear hbarzej,

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, Munya (munya.s@casino.guru). 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,

Kristina

Dear hbarzej

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Fun88 Casino CL to join this discussion and provide their comments regarding the matter.

Dear Fun88 Casino CL,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

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.