Savanna Wins Casino - Player's account closure request is delayed.

Iv been trying to close my account for over a month now. Iv recognised I was spending too much money on the account so contacted the casino and asked them to close my account. They gave me an email address to send this request to which I did and no response. Iv since contacted the live chat 5 times since and each time they say they will let them know Iv emailed. Iv emailed again since and still nothing. This is really bad for anyone who is struggling and trying to help themselves.

Dear Lisa0001,

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 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

Dear Lisa0001,

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.