Block account for addiction

I've already asked for a ban for addiction on January 7th. I've spent over 530 euros and they won't close the account. They asked me to validate the account so they could close it. This is not normal

late payments.

I just got off the chat. This is unbelievable How can they think it's normal to send documents to block me? And I still have to wait! This has been crazy since January 7th. I've been doing this for almost 10 years and this has never happened to me before

Hello, if something is not okay, I suggets you update the closed complaint 👈 As I can see, you marked it as resolved yourself.

In any case it is normal to require a full verification to close someone's account due to gambling addiction. By doing so, the casino system has a better chance to prevent such a player from opening another account or to flag the next account more quickly. It is a safety measure.

Good morning .

I've closed my complaint again because I can't see that anyone can help. I've opened it again because it's the height of shame that I've been asking for a block for almost 20 days and it's this disgraceful.

I've had another complaint for about 3 weeks and I've had no response.

And I reopened my complaint the next day.

I've already understood from the reply that I'm not going to receive anything - it's the first casino this has happened to. But that's okay, you can mark it resolved or whatever you want. Have a nice afternoon

Well, I understand you closed the account because you felt like it led nowhere. However, closing the process made that choice a reality. So, under such circumstances, there is truly no help we can offer. Complaining truly needs time and patience. Atilla asked you the necessary questions, you sent updates, and then you decided that the situation was not progressing. It is your call, of course. Did you perhaps know that there is a timer informing you that each party has 7 days to respond?

In any case, it would be beneficial for struggling players to avoid casinos completely, as the account closure process is not always smooth and requires time and efforts.

Take care, please.

Good evening

I wanted to let you know that after a month the account is still active and open I just logged in and asked in the chat... after all they don't do their job of blocking when we ask for it due to addiction.

Good night

Hello, thanks for the follow-up. I understand that two weeks ago you marked the complaint as resolved because it led nowhere. In my opinion, the casino does not care very much. 🙁

That's right, they don't care

Would you perhaps say that something has changed? On one hand, it is good that the account was verified, but I wonder what it actually solves in this context.

It didn't solve anything! Worse still, after verification, the account is still open. I wasn't blocked and they kept about 570 euros. I'm going to deposit it at any moment and they'll let me. They just don't care.

Oh, so there is also an active balance that should be withdrawn.

I guess it is quite pointless to say this is a very poor example of how it should be managed; it feels obvious.

I'm sorry you went through this. I don't know if reopening the complaint solves it, but it allows for consequences to be concluded. Well, at least.

There's no active balance, only what I spent because they didn't block the account. The complaint has been reopened

Your complaint resolver will get back to you as soon as possible.

Please hang in there.