VipLuck Casino - Pelaajan tilin sulkemispyyntö on viivästynyt.

The casino refuses to close my account. After several chat conversations, I was promised that support would contact me to close my account.

For three weeks now, I have been unable to block my account.

Casino möchte mein Konto nicht schließen. Nach mehrmaligen Gespräch mit Chat wird mir versprochen, dass sich der Support bei mir melden wird um mein Konto zu schließen.

Seit 3 Wochen wird es mir nicht möglich gemacht mein Konto zu sperren.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Grimm,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Grimm,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra