The player from Italy struggled to close her verified casino account despite multiple requests, while two unverified accounts were successfully closed. She continued to receive messages regarding the account and had not received any responses from the site's operators. The issue was resolved by anonymizing her account and closing the complaint as per her request.
Mr Big Wins Casino - Player's account deletion request is being denied.
Amount: ??
Mr Big Wins Casino
Safety Index:Very lowSafety Index
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1.1
Mr Big Wins Casino has a Safety Index of 1.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
The site refuses to delete my account.
I registered 3 accounts on this site with 3 different email addresses. Two of these were unverified while one was verified with the submission of my ID documents. I have requested many times for the deletion and closure of all these accounts. After some time, the two unverified accounts were closed, but the third account continues to be accessible despite my numerous messages to the site operators in the chat and the many emails sent to the two email addresses (suggested by the operators) that are supposed to handle my request.
I keep receiving SMS messages and they don’t want to close the account.
No one responds to all the requests I have sent.
I kindly ask for your help.
Automatic translation:
Public
Public
1 month ago
Hello save79,
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. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no 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 are addicted/with gambling problem).
Thank you very much in advance for your reply.
Best regards,
Nick
Public
Public
1 month ago
Translation
Hi Nick,
I definitely don't want to play anymore and I've already excluded myself from AAMS casinos. There's no problem in reality or any mutual dishonesty. But I've decided that I want to delete my profile forever and above all I don't want to receive their text messages anymore. I want them to delete me from all newsletters / promotions.
I have requested many times by writing to the email address they indicated to me but no one responds and my profile always remains accessible.
I'm not sure if I've given you the right site. To be sure, I'll write it here https://www.bigwins01.online/it
I can add that they have my documents verified and that I have no money to withdraw and I don't owe them any.
I just wish someone would respond and delete my account. I don't want to leave my account "dormant" and asking for money in the future. (I have read the terms and conditions)
The operators in the chat do not always answer me in the same way and when I asked for a response they "dismissed" me in an even rude way.
Would it be useful to send a registered letter with return receipt to the company headquarters?
I await feedback
Thank you
Automatic translation:
Public
Public
1 month ago
Translation
update:
I won a significant amount on this site and I have already requested a withdrawal. I hope they will pay me now and not close my account before paying me
Automatic translation:
Public
Public
4 weeks ago
Hello save79,
The casino can't request money from you if your account balance is zero.
Additionally, I hardly doubt that the casino will ever pay out any amount to you as you admitted having 3 different accounts which is against the casino rules - every player can create 1 account only.
Is there anything else we could assist you with?
Regards,
Nick
Public
Public
4 weeks ago
Translation
Hi Nick
in reality the issue of the 3 accounts was a matter prior to this report and they were already closed some time before the win. Among other things, they had already paid me a small sum of which I had requested withdrawal.
Now I don't want this post to affect my withdrawal request to the site, since they are already taking a long time to pay me the money.
should this post remain public or is it possible to hide it somehow? Maybe my user profile should be deleted from your site?
I saw that you tried to communicate with them other times in other complaints but always without success
Automatic translation:
Public
Public
3 weeks ago
Dear save79,
We can hide the posts from the public; however, the casino will still be able to view them as they are relevant to the case.
If you would like to remain anonymous, we can anonymize your account, but please note that this would mean you will no longer have access to your Casino.Guru account.
Please let us know how you would like to proceed.
Best regards,
Nick
