Harry's Casino - Player’s attempts to close her account have been overlooked.

I have asked to be self excluded from this site by email and live chat over 20 times, I’m self excluded from every other casino. They haven’t answered me and tonight got the better of me and I’m £100 down, if they had self excluded me like I had asked them this wouldn’t have happened

help to self exclude from here please

Dear Kirsty,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked Responsible Gaming section on the website, and this is what I found https://playatharrys.com/templates/company/responsible_gaming:

„TIME OUT

Time Out enables you to take a short break from playing with us. To enable Time Out, please contact our Customer Support via Email with your request.

SELF EXCLUSION

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your Harry's account will remain closed for up to 3 months. To enable self Exclusion, please contact our Customer Support via Email support@playatharrys.com with your request."

Is the email address mentioned above, that one, you have sent your emails to?

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

thank you for the response, I have emailed you.

Thank you very much, Kirsty, for your email. One last thing please before we'll contact the casino, could you please forward your cashier history?

I have emailed you as requested. Thank you

I miscounted

To be honest, I thought I had only put £100 in until I sent you this screen shot of my bank statement

I’m more concerned about closing the account than retrieving the money back, I don’t want it to happen again. Thank you again

Thank you very much, Kirsty, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much. We will wait and see what happens

Dear Kirsty,

I looked at your complaint as well as the forwarded e-mails and I understand the situation. I’m very sorry to hear about your negative experience with Harry’s Casino. I will contact the casino representative and see if I can help.

I would like to invite Harry’s Casino to participate in the resolution of this complaint.

Thanks Andrej

Any news from Harry’s casino?

Dear Kirstly,

Unfortunately, we have not received any response from the casino regarding your case.

We would like to ask Harry’s Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Kirsty,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.