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I sent a request to close my account and, despite clearly stating my reason and sending the documents, they keep emailing me to ask for my reason for closing. I have replied three times and they always send the same response, and I can't get a concrete answer.

Ho inviato richiesta di chiusura conto nonostante espresso il mio motivo inviato la documentazione mi inviano un email di comunicare il mio motivo per la chiusura gli ho risposto 3 volte e loro mi riapondono sempre con la stessa mail e non riesco ad avere una risposta concreta

Dear Manubruno983,

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? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear Manubruno983,

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.

Exactly, even today they always reply to my request with the same email.

Esatto ancora oggi alla mia richiesta mi rispondono sempre con la stessa email.

I asked to close the account.Kristina I also sent you the email I sent to them

Ho chiesto di chiudere l’account.Kristina ho inviato anche a te l email che ho inviato a loro

Thank you for your reply, Manubruno983. Could you please forward me all the relevant communication between you and the casino?

Also, do you currently have access to your casino account,?

Dear Manubruno983,

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.