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Despite sending multiple private messages and emails clearly requesting that my account be permanently closed due to my gambling addiction, the casino failed to take action in a timely manner. It took weeks before my account was actually closed.

During this delay, I lost a significant amount of money. Even worse, the casino continued to add bonuses to my account, encouraging me to keep playing, despite my repeated pleas to stop.

This behavior is highly irresponsible and unethical. I am seeking guidance and support on what actions I can take against this operator. I would also like to request an investigation into their conduct and, if possible, help in recovering the losses caused by their negligence.

Dear Hamza19,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced in getting your account permanently closed and the impact this delay has had on you.

To better understand the situation and proceed with the case, we would like to ask you a few additional questions:

• Could you please confirm the exact dates when you first requested the permanent closure of your account, and when the casino finally processed it?
• How did you send your closure requests (e.g., email, live chat, contact form)? If possible, please forward any relevant communication to petronela.k@casino.guru.
• Did the casino respond to any of your messages before the account was closed? If so, what did they say?
• Have you ever reopened your account with the casino in the past after a previous self-exclusion or 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,

Petronela

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 email addresses provided in your complaint thread.

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

Dear Hamza19,

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,
Petronela
Casino.Guru