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

Hi. Firstly they didn't process my withdrawal which I won using real money as I never claimed any bonuses. Secondly when I requested them to close my account its been over a week they have not responded to my emails which I have been sending them everyday. Im not worried about my winnings which is actually gone now but why would they not close my account and expect me to deposit more by sending me messages on my phone about their promotional offers etc. I would request you to take strict action about these foreign companies which are stealing money from UK citizens. Thank you

Dear Shahdad,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Shahdad,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.