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Good morning,

In January 2021 I requested that my account be closed permanently and not receive advertising emails from the casino.

Because of my illness I don't want to have a relationship.

On 5/11/22 I receive an email that my account is open with €100, hook for someone addicted like me to fall again.

I never asked for my account to be reopened, the casino reopened it without my consent.

I want the casino to cancel my data and not contact me again and return my deposit from 5/11/22.

In addition, the casino is prohibited from operating in SPAIN

Bueno días,

En enero de 2021 solicité que mi cuenta fuera cerrada permanentemente y no recibir mail publicitarios del casino.

Debido a mi enfermedad no quiero tener relación.

El 11/5/22 recibo mail de que mi cuenta esta abierta con 100 €, gancho para que alguien adicto como yo vuelva a caer.

Yo nunca pedi que se reabriera mi cuenta, la reabrio el casino sin mi consentimiento.

Quiero que el casino de de baja mis datos y que no vuelva a contactar conmigo y que me devuelva lo depositado desde el 11/5/22.

Además el casino tiene prohibido operar en ESPAÑA

Dear mariasm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Good afternoon,

I have forwarded the email from 5/11/22 and also a file via wetransfer with the chat where they themselves acknowledge that the account was requested to be permanently closed and that they will not contact me

Buenas tardes,

Le he reenviado el mail de 11/5/22 y tambien un archivo por wetransfer con el chat donde ellos mismos reconocen que la cuenta se solicito su cierre permanente y que no se comunicaran conmigo

Thank you very much, mariasm, for your reply. I do apologize, but if you have a transcript of your live chat conversation it would be preferable as I need to translate it.

Meanwhile, could you please advise when exactly you requested your account to be blocked, and have you named specifically gambling problem to be the reason which led to your decision?

Dear mariasm,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.