The player from Finland had repeatedly requested account closure due to a serious gambling problem, but the casino refused to comply and continued to offer bonuses. Despite losing approximately 20,000 euros, the player's account remained open. The issue was resolved when the casino finally agreed to close the account following intervention. The complaint was marked as 'resolved' in the system.
Gomblingo Casino - Player’s account closure request is ignored.
Amount: ??
Gomblingo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello,
The casino has refused to close my account despite multiple requests. They keep giving me the runaround. I have explained that I have a serious gambling problem, but this is the only casino that hasn't closed my account.
I have mentioned this many times, but they just keep offering me more bonuses. I have lost approximately 20,000 euros at this casino.
Automatic translation:
Public
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2 months ago
Dear tommikarvonen123,
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).
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
Public
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2 months ago
Translation
Hello.
The casino finally agreed to close the account. So the matter is taken care of
Automatic translation:
Public
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2 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, tommikarvonen123, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards
Veronika
Casino.Guru
