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Hello!

I've been trying to close my account for weeks due to gambling addiction. I also requested a withdrawal of €600, which hasn't been processed. I keep getting put off! My request to close the account due to gambling addiction is completely ignored. I've clearly stated every time that I'm a gambling addict! I don't know how long it's been going on, but I've deposited so much since my first request! This casino should have its license revoked! What they're doing is causing psychological stress!

Just close it, that's all I want!!!!!

Hallo!

Ich versuche seit Wochen mein Konto zu sperren wegen spielsucht. Und ich habe noch 600 Euro zur Auszahlung beantragt die nicht bearbeitet wird. Ich werde jedesmal vertröstet!! Und meine Anfrage auf Kontosperre wegen spielsucht wird komplett ignoriert. Ich habe es jedesmal klar und deutlich gesagt das ich spielsüchtig bin!! Ich weiß nicht seit wann aber ich habe so viel eingezahlt seit meiner ersten Anfrage! Diesem casino sollte die Lizenz entnommen werden ! Es ist psychischer stress was die machen !!

Schließen Sie es doch einfach mehr will ich nicht!!!!!

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Dear luckysun,

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 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