Riviera Casino - Player's account closure request is ignored.

I requested a permanent closure at this casino, and they ignored it. As you can see, I am a compulsive gambler, and they took advantage of the fact that I was playing a lot until I spent everything and wanted to throw myself out the window. What I am asking for is a refund of the deposits made since I requested the permanent closure. Even in their chat, they agree with me, but they say they won't return the money... I attach evidence. I have more photos.

Hello Xotin35,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Riviera Casino. Please allow me to ask you a few more question before we would move forward.

• Did you mention gambling addiction in your request?
• When exactly did you request for the exclusion?
• Is there any evidence of your request which you can forward to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, I contacted the chat on Wednesday to tell them the problem I had. I didn't want to continue spending more and I REQUESTED THE PERMANENT CLOSURE of my account.

On Thursday I get in touch again and on Thursday night I spend 500€ and have an attack where I am on the verge of hurting myself. That is when in the chat they already give me the quick closure and I call the police etc…

They took advantage of my compulsive gambling disorder and that's why they didn't close my account.

I am attaching a screenshot from when I requested the closure again on Thursday morning. I don't know if it will let me upload it because of the size, otherwise I can send it to you wherever you want.

I only ask for the refunds made Wednesday afternoon and Thursday and Friday. Yesterday I contacted them and they tell me that they are very sorry for what I said.

happened but they are not going to give me anything back.

help me please

Hello, it's going to be 6 days and nobody says anything...

can you help me??

Dear Xotin35,

Could you please specify the exact date and time when you first mentioned your gambling addiction to them? Additionally, kindly forward any evidence of this communication to nikolas.b@casino.guru for further review.

Please note that without concrete evidence, we are unable to proceed with your case. Also, keep in mind that self-exclusion requests take time to process, so if you made any deposits immediately after your request, those funds may not be refundable.

Best regards,

Nick

Look, I requested it for days of agreement. As much as 3 days before or more. Even they themselves said that it could not be closed, that they would escalate the case and send me an email.

with the answer. Well, the day I almost committed suicide and I asked for it via chat since they hadn't closed my account... LOOK, THAT DAY IT COULD BE CLOSED FROM THE CHAT... I didn't have to go through any registration... From what I see, this is all the same. And we have reported them from Spain, even the guys themselves asked me for forgiveness for not having closed my account before. I asked for it to be closed on Wednesday and until I... Or I told them that I was committing suicide because I was spending what I didn't have, they didn't close it on the spot without having to send anything anywhere.

This is called responsible gaming law.

Dear Xotin35,

As no evidence has been provided so far, I will be prolonging the timer by 1 more week.

Please forward the requested information otherwise we will be forced to close the complaint.

Awaiting your response.

Regards,

Nick

Dear Xotin35,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.