HomeComplaintsGomblingo Casino - Player is unable to close his account.

Gomblingo Casino - Player is unable to close his account.

Amount: ??

Gomblingo Casino
Safety Index:Low
Submitted: 07 Nov 2024 | Case closed : 21 Nov 2024
Case closed Our verdict

Other

REJECTED

Case summary

3 days ago

The player from Germany had been attempting to close his account for three weeks, but the casino refused his request and continued to offer bonuses despite his efforts to unsubscribe. He expressed frustration and wanted to permanently leave the casino. The Complaints Team informed him that, as he did not claim gambling addiction, the casino's Terms and Conditions allowed for account closure requests only after a certain period, and they recommended he stop visiting the site. The complaint was then closed with the suggestion that inactivity for six months would lead to account termination.

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2 weeks ago
Translation

I have been trying to close my account for the past 3 weeks, but they refuse to accept it, offering me bonuses instead or asking for the reason behind the closure. This casino is just terrible. Even after unsubscribing from bonuses via email, I still receive offers. I want to leave this awful casino and never hear from them again. Perhaps you can help me.

Automatic translation:
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2 weeks ago

Dear smithsonbrian433, 

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

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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2 weeks ago
Translation

I don't want to have anything to do with this casino anymore the site is terrible and they don't want to close it down under any circumstances they hope that I will deposit again I send them a few emails and there are more always the same questions answer

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2 weeks ago

I understand your frustration with the situation. However, at Casino Guru, we can only intervene if the account closure request is due to gambling addiction and the casino fails to act on it.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.


Example:


Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:


"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."


To proceed, could you kindly send a new email to the casino specifying that your closure request is due to gambling-related concerns? Feel free to use the template I provided here for clarity, and please add me as a copy at veronika.l@casino.guru.

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1 week ago

Dear smithsonbrian433,

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.

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1 week ago
Translation

I have tried everything, the casino does not close the account for this reason they should be happy, leave the account open, I will not deposit any more, I am not saying that I am addicted to gambling because that is not the case, thanks anyway

Automatic translation:
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3 days ago

Thank you for your reply. If you do not struggle with gambling addiction, the only thing I can recommend is to stop visiting the casino website and unsubscribe from their promotional emails. Some important information about account closure can be found in the casino's Terms and Conditions:

3.14. A customer may request to close their account no sooner than 90 days following their first successful deposit. To initiate the closure, the customer must inform Gomblingo of their intention via e-mail at customerassist@gomblingo.com. Upon receiving the request, Gomblingo will process and finalize the account closure within 60 days. When a customer decides to close their account, they must immediately cease using the website. After Gomblingo has notified the customer that their account is officially closed, Gomblingo will no longer be liable for any outstanding bets, which will be voided and declared null.

3.15. Accounts having no recorded activity for a period of 6 months are considered inactive. Should an account be inactive for 6 consecutive months or longer (no deposit and betting/gaming activity), Gomblingo reserves all rights to terminate the customer's account, and therefore all outstanding balances are forfeited.

If you do not log into your account for the next 6 months, your account should be deleted.

This complaint will now be closed. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards

Veronika

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