The player from Italy has requested a self-exclusion. Unfortunately, the enquiry was ignored. We rejected the complaint because the player didn't respond to our messages and questions.
Here is another one. I asked to be excluded for ludopathy but as usual they tell me to send email. I keep pouring and losing. A shame
Dear Gianluca,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
I have checked the Responsible Gambling section on the website, and this is what I found
https://helpdesk.powercasino.bet/en/support/solutions/articles/43000628577:
„By requesting one of the Power Casino self-exclusion time periods on offer you agree to the following terms and conditions, which will be effective from the minute you receive a confirmation email of your chosen self-exclusion, this email will be sent to the email address used to register your account only and will display the date of self-exclusion completion.
Self-exclusion requests must be made by email from the account’s registered email address to our customer support department at support@powercasino.bet.
Requests made via our Chat function will not be actioned. However, a customer support agent will direct you to our customer support email service."
Is this support@powercasino.bet the email address that you have sent your email 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