The player from Germany requested the permanent closure of his casino account due to gambling addiction; however, the casino refused to comply and instead offered promotions. After raising a complaint, the casino was found to have ignored his request and closed the account only after he mentioned contacting the Complaints Team. The issue was resolved with confirmation from the player that he was satisfied with the outcome.
Nummus Casino - Player’s account closure request is denied.
Amount: ??
Nummus Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello,
The casino is refusing to close my account, even though I have written to them to close it permanently due to my gambling addiction. Instead, they are offering me promotions, which is unbelievable. Please help me to ensure that the casino permanently disables my account.
Automatic translation:
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1 month ago
Dear alpsko,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-Exclusion
If you feel the need to take a break from gambling, we provide options for self-exclusion. You can temporarily suspend your account or exclude yourself from our platform entirely for a specified period.
Do I understand correctly that you still have access to your casino account? Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.
Thank you very much in advance.
Best regards,
Kristina
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1 month ago
Hi Kristina,
thanks for your fast answer. The moment i told them that i am going to open a casino guru complaint, they instantly closed my account. I have also to add that after i told them to close my account because i am gambling addicted, they literally ignored that message and told me if im on telegram to get their bonuses. I couldnt believe my eyes.
Be careful whoever regsiters here, they dont care at all. Dangerous. Not a good sign.
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1 month ago
Thank you for your reply, alpsko. Do I understand correctly that we can consider this case resolved?
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1 month ago
Dear alpsko,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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,
Kristina
Casino.Guru
