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Good evening

I have already asked the Casino to permanently block and delete my account, but they just deactivate it. If I request reactivation, they comply. I want my account to be permanently blocked and deleted, but they just temporarily deactivate it. If I request activation again, they comply. Can you provide assistance?

Boa noite

ja pedi Casino para bloquear a conta permanentemente e eles apenas excluem eu volto a pedir activação e eles activam. Quero bloquear e excluir a conta permanentemente e eles apenas excluem mas depois se eu pedir voltam a activar podem ajudar?

Dear 619619111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify why you decided to close your account? Do I understand correctly that you currently do not have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear 619619111,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.