Joker8 Casino - Player's account deactivation request was ignored.

ΕΧΩ ΠΡΟΒΛΗΜΑ ΕΘΙΣΜΟΥ ΖΗΤΗΣΑ ΑΠΕΝΕΡΓΟΠΟΙΗΣΗ ΤΟΥ ΛΟΓΑΡΙΑΣΜΟΥ ΔΕΝ ΤΗΝ ΕΚΑΝΑΝ ΠΟΤΕ ΜΕ ΑΠΟΤΕΛΕΣΜΑ ΣΗΜΕΡΑ 19/2/2025 ΝΑ ΞΑΝΑΠΑΙΞΩ ΚΑΙ ΝΑ ΧΑΣΩ 600 ΕΥΡΩ ΤΑ ΟΠΟΙΑ ΤΑ ΘΕΛΩ ΠΙΣΩ ΓΙΑΤΙ ΤΟΥΣ ΕΣΤΕΙΛΑ EMAIL ΜΕ ΤΟ ΑΙΤΗΜΑ ΜΟΥ ΜΟΥ ΕΔΩΣΑΝ ΑΥΤΟΝ ΤΟΝ ΚΩΔΙΚΟ (2458635) ΚΑΙ ΑΚΟΜΑ ΛΕΙΤΟΥΡΓΕΙ ΚΑΝΟΝΙΚΑ ΚΑΙ ΔΕΝ ΜΟΥ ΕΧΟΥΝ ΕΠΙΣΤΡΕΨΕΙ ΚΑΙ ΤΑ ΧΡΗΜΑΤΑ ΜΟΥ

Dear GIORGOS666, 

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 along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Δεν έλαβα ποτέ καμία απάντηση στα email μου και αυτήν την στιγμή ο λογαριασμός μου ανοίγει κανονικά ακόμα και τώρα μετά από το αίτημα που έκανα

Have you forwarded any emails to me? I have not yet received anything from you. Please double-check if you typed my email address correctly, it's veronika.f@casino.guru.

Thank you for your cooperation.

Σας τα έχω στείλει

Thank you very much, GIORGOS666, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello GIORGOS666, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. To ensure we can start right away, would yo ube able to forward me the actual e-mail that you have sent to the casino, in which you have clearly stated you would like to close the account due to the gambling addiction? Not the screenshots. I need the actual e-mail that you can attach here, or to the message that you can send to me directly at matej.l@casino.guru.

I’d like to invite a representative of Joker8 Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence, especially when was the first time you have received player's self-exclusion request and why is the account still open. Any sensitive information can be sent directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear GIORGOS666,

We would like to kindly apologize for the delay.

We would kindly request that you remain patient as we endeavour to complete the verification of your report as soon as possible.Thank you for your cooperation.

Kind Regards,

Joker8 Casino Team

Μου έστειλαν ένα μήνυμα για επιστροφή τον χρημάτων μου και μου ζήτησαν κάποια στοιχεία ελπίζω να είναι αλήθεια και να πάρω τα χρήματα και να μην με κοροϊδεύουν

Thank you for the update, GIORGOS666! Please let us know once you get the money, or if there are any further issues.

Dear Joker8 Casino Team, can you please confirm the player's account will be marked as "closed due to gambling addiction" upon closure, with no option for re-opening?

Ο λογαριασμός δεν λειτουργεί το δοκίμασα έχει απενεργοποιηθεί μένει να ολοκληρωθεί η συναλλαγή

That is good news! Please, let us know once you receive the money, to keep us up to date.

Πήρα τα χρήματα όλα καλά ευχαριστώ πολύ

Dear all,

We are pleased to inform you that the refund has been completed. We would also like to kindly confirm that player's account closed permanently without the possibility of reopening.

Giorgos666, we wish you all the best for your future activities.

Kind Regards,

Joker8 Casino Team

I would like to thank the Joker8 Casino Team for quick resolution of this complaint. Much appreciated.

Dear GIORGOS666,

I am glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I very much appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru