The player from Germany requested her account closure multiple times, citing her addiction to gaming, but was met with resistance and no response from the casino. Despite her situation, the casino suggested sending her a gift instead of addressing her request. She also made several deposits totaling €4,500, which she lost, and is now seeking a refund and account deletion.
PlayMojo Casino - Player’s account closure request ignored.
Amount: €4,500
PlayMojo Casino
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6.8
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Opened
Current status
Waiting for Casino Guru to reply
5d 12h 22m 47s
Case summary
yesterday
Public
Public
3 days ago
Translation
On March 17, I asked the casino several times to close my account. I was told that this was not possible via support and was given an email address.
I then sent the casino a short email asking them to delete my account. Unfortunately, they didn't respond and I was told that they wanted to send me a package of sweets as a token of appreciation and that I couldn't delete my account because otherwise I wouldn't receive my gift.
It is clear from my gaming behavior that I am addicted to gaming and no consideration was given to this.
I then made several deposits totaling €4,500 and lost it all.
I request a refund of my deposits and the deletion of my account
Automatic translation:
Public
Public
2 days ago
Dear Suki21,
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 the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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