Trino Casino - Pelaajan pyyntö tilin sulkemisesta viivästyy.

Hi there, I contacted this casino live chat, more than a few occasions showing clear signs of instability and asking for my account to be closed (im a problem gambler) I was told they can’t close accounts. They said I had to email. But before that, they kept trying to entice me to stay with offers and no deposit bonuses- as u will see in an email I state I still didn’t receive your bonus( yes I took the bait of staying for free money- I’m a gambled)

not happy they should know when someone’s irritated and trying to keep then spending is sick.

Dear Spearsy1, 

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 along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Hi there- I sent you over the emails I sent them. Specifically staying to CLOSE MY ACCOUNT FOR GOOD. All these emails were ignored. And live chat palmed me off to send emails. It’s disgusting

Thank you for reaching out and providing the details. Unfortunately, we can only assist players in receiving refunds for lost deposits if gambling addiction is specifically mentioned as the reason for the account closure. From the screenshots you've shared, it seems that gambling addiction has not been cited as the reason for the closure.

Have you ever informed the casino about a gambling problem? If so, it would be helpful to provide us with any relevant details or documentation. If gambling addiction is indeed the reason, we will be better able to assist you in this matter.

Dear Spearsy1,

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.