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The casino simply won't close my account. I've contacted their online chat support multiple times since December 3rd. They keep referring me to an email address. I sent my first email there on December 4th, but received no response. I contacted them again via chat, and again they told me to send an email. I wrote again on December 4th, but still no response. On December 12th, I sent another email to their general email address, but again, no reply, let alone any attempt to close my account.

I am severely addicted to gambling and have no control. Since then, I have lost another €3300.

Das Casino schließt einfach mein Konto nicht. Ich habe seit dem 3.12 mehrfach den online Chat Support kontaktiert. Die verweisen an eine Emailadresse. Ich habe am 04.12 die erste Email dahin gesendet, keine Reaktion. Wieder Chat wieder soll ich Email schreiben. Nochmal am 04.12 geschrieben, bis heute keine Reaktion. Am 12.12 eine weitere an die allgemeine Emailadresse, wieder keine Rückmeldung geschweige denn das die mein Konto schließen.

Ich bin stark spielsüchtig und habe keine Kontrolle. Nun habe ich seitdem wieder 3300€ verloren.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the screenshots of your chat conversations with customer support as well?
• When was the last time the casino support responded to any of your emails?
• Is your account fully verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear DennyZ8723,

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,
Veronika
Casino.Guru