Kaasino Casino - Player's account closure request is ignored.

Contacted them yesterday to close my account and everytime they come up with bonus or say your luck will come this and that. I even said no i want to close it otherwise i will keep making deposits and lose it all. And OFF COURSE they let me do this.

Dear GinoS,

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 gambling problems).

Did you mention any other reason for closing your account? Please forward me all the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear GinoS,

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.

I send you the contact between them and me a week ago already.

Thank you for your reply, GinoS. Do I understand correctly that you currently have access to your casino account?

Dear GinoS,

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.