National Casino - Player’s attempts to close her account have been overlooked.

Habe des öfteren darum gebeten Account zu löschen ,dies wird aber jedesmal ignoriert.

Dear bell2410,

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

Could you please forward all the actual emails to petronela.k@casino.guru? Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

„Responsible Gaming

Our team of world-class professionals worked hard to design National Casino as a reliable and safe place where you can always have fun and keep yourself entertained. Sometimes, however, playing at a casino, instead of bringing joy into your life, may become quite an unpleasant experience. In order to prevent such cases and help you steer clear of gambling addiction and related problems, we would like to take some time to offer you some advice on this matter.

WHAT TO DO:

If you know from the start that you are going to have certain gambling issues or you are just afraid that you are already not able to find a middle ground between how much you want to play and how much you actually can, then you may want to choose to exclude yourself from gambling at our casino. You can activate this preventive measure by contacting our friendly Support Service by Live Chat. In case you are concerned about someone close and dear to you, who can lose control over themselves while gambling, please contact our friendly Support Service and we will try to sort everything out. It works 24/7/365 and can be reached via Live Chat.

It's great if you can keep track of the time and the amount of money spent every day. If not, then it would be a good idea to seek the help of professionals dealing with the issues compulsive gamblers may face."

Is this support@nationalcasino.com the email address you have sent your emails to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Ja das sind die Fragen und Antworten, heute habe ich erst wieder zum wiederholtem Male Email erhalten warum ich Account löschen möchte. Habe auch schon Selbstausschluss beantragt. Ständig kommt dann

" Warum "

Dear bell2410,

 

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 National 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@nationalcasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Habe alles so angegeben,

Selbstausschluss name,Geburtsdatum Email, schon des öfteren

In your last forwarded email, you wrote only "Close account" without stating any reason. Could you please forward any other emails? Thank you very much.

habe jetzt schon des öfteren ,uch kann gar nicht sagen wie oft NATIONAL CASINO angeschrieben meinen Account zu löschen. Ständig bekomme ich Mail Mails "WARUM " und dieses warum habe ich auch schon öfter erwähnt, mir reichts langsam

When requesting the self-exclusion, please state clearly that you do have a gambling problem, or that you can't afford to play anymore. The reason needs to be relevant and clear for the casino to apply permanent self-exclusion to your account. Thank you.

Js endlich gelöscht aber wenn ich wieder bei denen spielen möchte soll ich mich melden 😡

Have you stated clearly that you have a gambling problem when requesting the self-exclusion, please? Is your account blocked finally?

Dear bell2410,

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.

Erledigt, wurde geschlossen, muss aber sagen das ich mindestens 10 Anfragen zur Schließung meines Accounts angefordert habe. Sehr unseriös

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, bell2410, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru