The player from Italy requested account closure but received repetitive emails asking for the reason, despite having provided it and sent the necessary documents three times. The Complaints Team was unable to investigate further due to the player's lack of response to their inquiries, which led to the rejection of the complaint.
Pribet Casino - Player’s account closure request is delayed.
Amount: ??
Pribet Casino
Safety Index:Very lowSafety Index
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0.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
I sent a request to close my account and, despite clearly stating my reason and sending the documents, they keep emailing me to ask for my reason for closing. I have replied three times and they always send the same response, and I can't get a concrete answer.
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1 month ago
Dear Manubruno983,
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).
Could you please specify the reason for closing your account? Please forward me the account closure 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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3 weeks ago
Dear Manubruno983,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
Translation
Exactly, even today they always reply to my request with the same email.
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3 weeks ago
Translation
I asked to close the account.Kristina I also sent you the email I sent to them
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3 weeks ago
Thank you for your reply, Manubruno983. Could you please forward me all the relevant communication between you and the casino?
Also, do you currently have access to your casino account,?
