1 month wait to agree with the casino

Okay, today I'll tell you what happened to me here with a very high-end casino. I requested account closure on December 12th, and six minutes later the casino replied that my account was officially closed. The next day, I received an SMS from this same casino, Malina Casino, with advertising. It seemed strange to me; yesterday they officially confirmed the account closure, and today they're sending me advertising. I clicked on the link, and it turned out my account was still open, just like the first day. Due to a lack of control, I played until I lost approximately 800 euros. I asked the casino for an explanation, and they closed my account without giving me any. After a month of waiting here with a complaint in progress, they closed it again because supposedly the casino was right. What's the point of filing a complaint when the matter is so clear-cut and they resolve it like this?

And the worst part is that Casino Guru marks these complaints as resolved when all they do is solve the casino's problem for half price.

Even though I'm sorry for this whole situation, our complaint team acted according to our guidelines and investigated the whole matter thoroughly. You need to know that we deal with hundreds of complaints every day, and it is not possible to take care of your complaint only, and that is why the timer tells you exactly what is happening.

Unfortunately, also the holidays were in the middle, and usually there are not many employees working during this time. which is absolutely normal, I believe.

It was all explained to you by Katarina in your complaint, and it is standard in most online casinos that they need a few days to proceed with the account closure. We surely would be happier if it could be faster and accounts were closed right away, but unfortunately it is not always possible.

Just one question, please. You said that the casino informed you that the account is closed and then sent you some promotional email, right? Do you have some proof of this, perhaps? I couldn't find it in your complaint, and you did not mention anything about it in the complaints thread either. 🤔

Yes, exactly. They confirmed that my account was officially closed, and I went to sleep peacefully. The next day, I received an advertisement for their casino, so I went to investigate and found it was indeed open. I even spent 800 CHF because I couldn't control my urge to gamble. That's why I'm complaining; I think it's perfectly justified. I'm sending you the evidence right now.

This is really my complaint about this casino.

There's the proof.

I hope you can help me because this case is very easy to resolve. This is a huge violation of the law, a deception and abuse of a person with problems.

If you're not going to do anything, just keep going and let's get this over with. I'm getting tired of coming here to see if anyone's saying anything, and days and days go by and you never say a word. I think I'm going to tell you all to go to hell very soon.

There is no need for such abuse from your side, in my opinion.

I already contacted my colleague regarding your case, and our complaint team is looking at it again. Please stay patient. Could you?