Love Casino - Player is unable to close their account.

Hello,

I'm experiencing issues with Lovecasino2.com.

I've been emailing and chatting with customer support since February because I wanted to close my account.

No response at all... They just keep telling me to email the VIP manager, which I have done multiple times since February.

The chat support simply closes the conversation and blocks me, so I can't type anymore.

During this six-month wait, I have continued to deposit money and play because I haven't been able to stop myself. Please help.

Dear ginana1,

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

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Love Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@lovecasinosupport.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Additionally, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative (here) and about BetBlocker (here).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Thank you in advance.

Best regards,

Petronela

Hello

Thanks for the information

I have sent many emails since February to close my account but they have never heard back.

Then when I ask in the chat, they just say that some vip manage has been in touch... since February.

No response at all from them

Hi ginana1,

• Could you please send any supporting evidence and relevant communications to petronela.k@casino.guru?
• Additionally, have you already attempted to set up the BetBlocker as previously advised?

Thank you.

I just have a bunch of emails that I sent to them...never a response from them

Hi ginana1,

I’m sorry, but I haven’t received any forwarded emails from you showing that you contacted the casino to request self-exclusion.

Could you please resend them?

Thank you.

Dear ginana1,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.