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On Friday, February 27th, I informed the casino that my account should be closed due to a gambling addiction.

There was no response. Unfortunately, I was only able to deposit €800 on February 28th.

On the evening of February 28th, I wrote to support again and requested that the account be closed and that the amounts paid be refunded on February 28th.

Still no response. Account remains open.

Contacted again on Sunday, March 1st.

I also wrote an email on Monday, March 2nd and March 3rd.

Only on February 28th did I receive a reply asking me to answer questions.

I replied to this requesting that my account be closed. I received no response to that either.

Neither via email to support nor to VIP support.

Ich habe am Freitag den 27.02 aufgrund einer Spielsucht dem Casino mitgeteilt das mein Konto geschlossen werden soll.

Es kam keine Reaktion. Ich konnte leider am 28.02 noch 800 € einzahlen.

Ich schrieb am 28.02 Abends dem Support erneut und bat um schließung des Kontos sowie eine Erstattung der gezahlten Beträge am 28.02.

Wieder keine Reaktion. Konto weiter offen.

Sonntag den 01.03 nochmal kontaktiert.

Montag den 02.03 und den 03.03 ebenfalls eine Mail geschrieben.

Lediglich am 28.02 kam eine Antwort ich solle Fragen beantworten.

Auf diese habe ich geantwortet das mein Konto bitte geschlossen werden soll. Darauf kam auch keine Antwort.

Weder über die Mail an den Support noch an den VIP-Support.

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Dear Matze392,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Matze392,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika