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I have on multiple occasions tried closing my account and have told them that I have a gambling problem, their solution? Giving me 700% deposit bonuses... I have been trying to close my account for more than two weeks and I feel like this site should be closed down and all my money given back to me as I have 50+ deposits and no withdrawals, its disgusting.  

Dear kyled,

Thank you very much for submitting your complaint.

I’m sorry to hear about the difficulties you’ve been facing with trying to close your account and the response you’ve received. I understand how frustrating this situation must be, especially given your request to self-exclude due to your gambling concerns.

To help us better understand the situation and move forward, could you provide a bit more information?

1. Could you confirm the exact date you first requested the account closure, and did you communicate your self-exclusion request in writing to the casino?
2. Have you received any official response from the casino regarding the closure of your account or the bonuses they’ve offered you?

Your cooperation is crucial for us to investigate this matter thoroughly and push for a resolution. We need all the details to understand the full picture and work towards helping you resolve this. Please feel free to forward any relevant communications or documents to me directly at petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hi Petronela,

Thanks for your reply, after telling them that I would be taking this further they closed my account yesterday and now I am unable to access my chat history. 🙁 Not too sure where to go from here?

Hi kyled,

Thank you for your update. I understand that the situation has been quite frustrating, especially with your account now closed and without access to your chat history.

In cases like this, it’s crucial that we have supporting evidence to help us take further steps. This could include emails, screenshots, or any communication with the casino regarding your account closure request and the bonuses they offered you. Without this evidence, we cannot effectively advocate for you or build a strong case with the casino.

As you mentioned that you’ve communicated your gambling concerns, we need to see any written confirmation of these requests, as well as any responses they may have sent you. This will enable us to move forward with the investigation and push for a resolution on your behalf.

Please provide any supporting evidence you have available. Once we have this, we can proceed to take the next steps.

I look forward to your response and hope we can work together to resolve this issue.

Dear kyled,

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.

Dear kyled,

As we have not received any further response from you within the extended timeframe, we are now closing this complaint.

Without additional evidence or further details from you, we are unable to proceed with the investigation. Since your account has now been closed by the casino, there are no further steps we can take in this case.

Thank you for your understanding.

Best regards,

Petronela

Casino Guru