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Hello!

I sent an email on May 31st, requesting that my account be closed. It was simply ignored. I sent two more emails after that. It was only closed today. Unfortunately, I continued to deposit in the meantime. The casino doesn't respond to emails.

Hallo!

Ich habe bereits am 31.05 ein Mail geschickt, mit der Bitte mein Konto zu schließen. Es wurde einfach ignoriert. Danach habe ich noch zwei Mails geschickt. Erst heute wurde es geschlossen. Ich habe leider in der Zwischenzeit weiter eingezahlt. Auf Mails reagiert das Casino nicht

Dear claudi3110,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear claudi3110,

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.

Hello! I've already sent everything to the email address you provided!!!

Hallo! Ich habe alles bereits an die angegebene E Mail Adresse gesendet!!!

Hey there! I've already sent the email thread twice! I wanted to close my account because I'd already suffered huge losses there and continued playing anyway.

Hallöchen! Ich habe bereits 2x den Mailverlauf geschickt! Ich wollte mein Konto schließen weil ich schon sehr große Verluste dort hatte und trotzdem weitergespielt habe

Thank you for your email.

Unfortunately, in the screenshots you sent me, you did not mention gambling addiction or gambling problems as the reason for requesting the closure of your account. Please note that we are only able to request a refund of lost deposits in cases where the player explicitly states that they are suffering from gambling addiction and asks for account closure, but the casino fails to act on this request and allows further gambling, resulting in additional losses.

Since addiction was not mentioned and your account is now closed, there is nothing more we can do to assist you.

This complaint will now be closed. Thank you for your understanding. I'm sorry we couldn’t be of more help on this occasion.

Best regards,

Veronika