Online Casino Games - Player's account has been reopened without respect to self-exclusion.

Hello,

i have asked to close my account permanently last June and i wrote as subject in the mail as you adviced in the past that i had a gambling addiction. But they did not care and reopened my account after i simply asked in the chat and i lost 390 USD again. I can send you the email if you want, their support even replied to me that time saying they take responsible gambling seriously...

I wrote a mail 3 dyas ago asking them to close my account and i asked a refund since they did not respect my request but i had no answer for 3 days.

What is the point of pointing out a gambling problem if the casino just do not care.

Thanks for your help.

Dear mrmileena,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the email with your account closure request that you sent to the casino back in June along with the casino's reply? Have you specified how long you wish to be self-excluded?

Also, kindly forward me the communication with customer support when you requested your account to be reopened. My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Hello,

i have sent you what you asked for.

I wrote that i wanted to stop casino for good and i clearly wrote permanent self exclusion in the mail, so to me it was for an infinite period.

I also tried to communicate with the casino support since Friday but nobody is replying. The last screenshot i sent you was their last answer and my account is open there since Thursday despite the fact i asked closure again for the same reasons.

Thank you in advance.

Thank you very much, mrmileena, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Veronika.

For information, i still didn't receive any response from the casino and my account is still open. But, i receive promotions offers to deposit and play...

Dear mrmileena,

I’m Kubo, and I will be handling your complaint moving forward. I sincerely apologize for the situation you've experienced with Online Casino Games, and I assure you that I will do my utmost to assist you.

If there have been any new developments regarding your case since the last update, please feel free to share them with me.

Currently, Online Casino Games has not registered their representative account on our platform, which prevents them from responding directly in this thread. However, I have reached out to their representatives through another channel and am awaiting their response. I will keep you updated as soon as I receive any news.

Thank you for your understanding and patience.

Best Regards,

Kubo

Hello dear,

Thank you for your message.

I have tried to reach out several times asking to close it, refund me and to reply to me. But i never get any response until now.