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I requested the closure of my account approximately two weeks before the events in question because I was dissatisfied with the quality of the service. My request was not related to responsible gambling, self-exclusion, or gambling addiction.

Despite my closure request, the casino did not respond for two weeks and left my account fully active. During that time, they accepted my deposit of $60 CAD, allowed me to place bets, and accepted all my wagers without any restriction.

After I won and requested a withdrawal, the casino immediately informed me that my account had been closed based on my previous closure request. My withdrawal was not processed, and my winnings were cancelled.

I believe this is unfair because:

The casino ignored my closure request for approximately two weeks.

They continued to operate my account as normal.

They accepted my deposit and all my bets.

They only enforced the account closure after I requested a withdrawal.

If my account should have been closed because of my earlier request, it should have been closed before accepting my deposit and allowing me to gamble.

I believe it is unfair to accept my money and bets, then rely on a delayed closure request only when it is time to pay my winnings.

I am requesting that the casino pay my legitimate winnings and explain why my account remained active until I requested a withdrawal.

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Dear Cynderella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the dates when you asked for account closure and when the casino closed your account?
• How much did you win from your $60 CAD deposit? How much was confiscated before account closure?
• Did you achieve your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding your account closure request and the casino's response? Please forward the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Cynderella,

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,
Jean
Casino.Guru