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Three days ago, I sent an email as requested to close my account. I'm always immediately rejected and ignored in the live chat. My email isn't being processed either. I want my account closed once and for all. I also request a refund of all deposits made since this time, as the live chat doesn't give me the option to suspend my account and limit deposits. No tools are offered.

Ich habe vor mittlerweile 3 Tagen eine E-Mail wie gefordert geschrieben um mein Konto zu schließen. Ich werde im Livechat immer direkt weggedrückt und ignoriert. Meine E-Mail wird auch nicht bearbeitet. Ich möchte mein Konto endlich geschlossen haben. Außerdem fordere ich sämtliche getätigten Einzahlungen zurück, die seit diesem Zeitraum getätigt wurden, da mir vom Livechat die Möglichkeit nicht eingeräumt wird mein Konto ruhen zu lassen und Einzahlungen einzuschränken. Tools werden keine angeboten.

Dear micheruff93

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 protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Do you consider yourself a vulnerable person who is not in control of your gambling?
• Have you informed the casino about suffering from any such issues?
• Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear micheruff93,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru