Hot.Bet Casino - Player’s request to close account is ignored.

I have now emailed them and asked them to close my account for about two weeks due to gambling addiction, but they ignore me and do not close my account.

When I try to contact them in the chat because I want to close my account, they close the chat?

Dear Kattprutt, 

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

Jag är fullt medveten om skillnaderna.

Jag har försökt att få de att stänga mitt konto pågrund av att jag har spelproblem.

Jag vill alltså stänga mitt konto permanent men de ignorerar mig bara.

Thank you for your reply. However, I haven't yet received any emails from you containing the account closure requests you sent to the casino. Could you please double-check if you used the correct email address: veronika.l@casino.guru?

Please understand that without evidence showing you requested your account to be closed, we won't be able to assist you further. Your cooperation is greatly appreciated.

De har nu stängt mitt konto, men enbart i 30 dagar trots att jag varit tydlig med att jag vill att de stänger kontot permanent.

Jag har inga Mail kvar som jag kan skicka dig.

Thank you for your message. I completely understand your frustration, but without any emails or evidence regarding your self-exclusion request, we are unable to further assist in this matter. If the casino has only temporarily closed your account for 30 days, and you have any communication from them explaining this decision or warning you about it, please forward that information to me as soon as possible.

Additionally, kindly include your original account closure request for reference. You can send everything to the email address I mentioned earlier, veronika.l@casino.guru. We’ll need this information to continue the investigation and help resolve your case.

Thank you for your cooperation and understanding.

Dear Kattprutt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.