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I have requested the permanent deletion of my account multiple times.

They have responded, saying they would delete it, but it hasn't happened.

I have made deposits over 2,000 euros, yet despite my requests for account deletion, it remains active.

Έχω ζητήσει πολλές φορές την οριστική διαγραφή του λογαριασμού.

Μου έχουν απαντήσει πως θα τον διαγράψουν, όμως δεν πραγματοποιήθηκε.

Έχω κάνει πάνω από 2.000 ευρώ καταθέσεις και ενώ έχω ζητήσει διαγραφή του λογαριασμού μου.

Dear Tserven21,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tserven21,

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.

Good evening,

I have requested permanent deletion of the account many times.

In the chat they told me that it was done.

I would like to permanently delete my auto-decryption account.

Καλησπέρα,

Έχω ζητήσει οριστική διαγραφή του λογαριασμού πολλές φορές.

Στο chat μου έλεγαν ότι πραγματοποιήθηκε.

Επιθυμώ οριστική διαγραφή του λογαριασμού μου αυτοαοκλεοσμο.

Dear Tserven21, please send me the account closure requests you submitted to the casino and specify the reason for closing your account. My email address is dominika.l@casino.guru.

Is your casino account still open?

Dear Tserven21,

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.