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The casino refuses to close my account, even though I have written to them saying I no longer want to play and want to stop. The VIP manager keeps trying to offer me a bonus and does not close my account despite numerous emails.

They are exploiting the player’s addiction here.

This needs to be reported. It's important for the protection of other players.

I am happy to forward all the emails if needed.

Das Casino will mein Konto nicht schließen, obwohl ich denen geschrieben habe dass ich nicht mehr spielen möchte bzw. damit aufhören will. Der VIP Manager versucht mir dennoch einen Bonus anzudrehen und will trotz etlichen E-Mails mein Konto nicht schließen.

Hier wird die Sucht des Spielers ausgenutzt

Das muss einfach gemeldet werden. Auch für den Schutz anderer Spieler.

Ich kann gerne sämtliche E-Mails weiterleiten wenn gewünscht

Dear Gambler82, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear Gambler82,

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.