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I've been trying to close my account since November 2024, but there's simply no response, and I've since deposited another €1,500. I want to close my account permanently and have my money refunded from the time I applied for account closure.

Ich versuche seit November 2024 mein Konto zu schließen, es wird darauf einfach nicht reagiert und ich habe mittlerweile weitere 1500 Euro eingezahlt. Ich möchte mein Konto endgültig schließen lassen und mein Geld ab Beantragung Konto Schließung wieder erstattet haben.

Dear Sasasa12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding your account closure and the lack of response from the casino.

To better understand your situation and assist you effectively, could you please provide us with the following details:

• When exactly did you first request the closure of your account?
• What reason have you given to the casino to close your account?
• Have you received any email or communication from the casino regarding your account closure request?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

On November 26, 2024, I requested that my account be closed permanently with no possibility of reopening. I received a response asking me to provide a reason. I responded with no particular reason. Then nothing more came.

Then again on March 10, 2025, and again on March 23, 2025. I stated that I didn't want to lose any more money and didn't want to play anymore. There was no response, and in the live chat, they told me to write an email, but they wouldn't process it.

Am 26.11.24 habe ich die Schließung meines Kontos beantragt, mit der Schließung für immer ohne Wiedereröffnungsmöglichkeit, woraufhin ich eine Antwort bekam und einen Grund nennen sollte. Daraufhin antwortete ich mit keinem besonderen Grund. Dann kam nichts mehr.

Dann erneut am 10.03.25 und am 23.03.25, dort habe ich angegeben das ich kein Geld mehr verlieren möchte und nicht mehr spielen möchte. Es kam keine Antwort mehr und im Live Chat sagte man mir ich soll eine Mail schreiben, aber diese wird ja nicht bearbeitet.

Dear Sasasa12,

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

However, the casino has not closed my account. On the contrary, I keep getting advertisements, even though I have already sent them several emails, but they simply do not respond.

Mein Konto wird aber von dem Casino nicht geschlossen, im Gegenteil, ich bekomme andauernd Werbung, obwohl ich schon einige E Mails dorthin versandt habe, es wird da einfach nicht drauf reagiert.

Dear Sasasa12,

That's exactly what I was trying to explain in my previous post - as you did not request your account closure due gambling addiction, the casino is not obligate to close it and may offer you bonuses to stay.

Account closure is permanent only in case of self-exclusion (that's why the asked the reason).

Regards.

Nick

Dear Sasasa12,

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.

We’ve reopened this complaint at the request of findikfistik86. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Attached is the email traffic, there is simply no response even though I mentioned gambling addiction

Can I send this by email? I can't upload it here.

Anbei der E Mail Verkehr, es wird einfach nicht reagiert obwohl ich spielsucht erwähnt habe

Kann ich diesen per Mail schicken? Kann den hier nicht hochladen

Dear Sasasa12,

We appreciate your cooperation during the review process.

As of now, we have not received any indication or evidence that you informed the casino of a gambling addiction. In the absence of such communication, we are unable to proceed further with the complaint and must now consider it closed.

Should you be able to provide clear and relevant evidence demonstrating that you explicitly disclosed your addiction to the casino, you are welcome to request a reopening of the case.

Thank you for your understanding.

Best regards,

Nick