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Good evening, I've been sending emails for a week to cancel my account, and there is simply no response, and my account has not been canceled. The chat support says it must be done by email. I am someone trying to sever ties with these sites due to a gambling addiction, and they are not canceling my account and continue to send advertisements.

Boa noite, estou à uma semana a enviar emails para cancelar a minha conta e simplesmente não há resposta e não cancelam a conta. O Chat diz que tem que ser por email, sou alguém que me tento desvincular destes sites devido a vício de jogo e eles não cancelam e ainda enviam publicidade.

Hello carla371990,

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 advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

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.

Good afternoon. What I really want is self-exclusion and they don't even reply and send emails with bonuses. I think it's a lack of responsibility.

Boa tarde. Aquilo que pretendo é mesmo a auto exclusão e eles nem respondem e ainda enviam emails com bônus. Acho uma falta de responsabilidade.

Hello carla371990,

Please forward every communication related to this case which happen between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear carla371990,

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.