Playamo Casino - Failed self-exclusion

I am writing regarding a complaint for Playamo casino.On the 21st of December 2020 I have asked the casino live chat for a self-exclusion and delete my account.I have some serious gambling issue.The agent unfortunately wasn't able to do that for me after several requests,instead she said, she will forward my request but pointing me to send an email to my VIP manager regarding this issue.I received a reply from my Vip manager with my request ignored and instead a bonus offer and make me believe i will win again.I have tried several time to delete my account with the live chat and my Vip manager but she kept offering more bonuses that i accepted and ignoring my request so i just kept playing and losing more.I feel i was cheated by there live chat and the Vip manager by preying on my

gambling addiction. I am asking for a full refund since my first initial request for the deletion of my account.

I feel the casino is breaking the license rules regarding the self

exclusion measures and in the future it could do more harm to other

vulnerable customers like me. My second issue is all slot i was playing had all kind of errors msgs.

Sincerely,         

Dear Benny1969,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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’s are addicted/with gambling problem).

From what I can see in the attached screenshots, you requested "deleting" your account, and there is no mention of self-exclusion, nor gambling addiction, despite the fact the casino support asked you multiple times to state a reason for closing your account. If the casino wasn’t informed about your problem, we, unfortunately, cannot proceed with this case as failed self-exclusion.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear Benny1969,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.