Sesame Casino - Player's account closure request is denied.

Acting deliberately against EU directive and Bulgarian consumer protection laws by refusing to close players account by request. According to Bulgarian law and NRA, every online casino is required to offer a possibility for every player to close their account, wish they do so. It must also be told in General Terms and Conditions. They neither do it even on request, nor is there account closure possibility in settings. No any kind of mention about it in terms and conditions.

Dear cagiva900,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sesame Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain why you wish to close your player's account?
• Could you please forward the communication you had with support on the topic including your original request for account closure? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, Tomas.

Emails sent. I just got fed up loosing money.

Regards,

Thanks for your patience.

In one of your emails, you explained the self-exclusion option has been removed.

However, in the email from the 2nd of September, the process you should take to self-exclude is outlined:

Could you please advise whether you wish to self-exclude from the casino and whether there are any obstacles to doing so?

I have written them umpteen times concerning both self exclusion and closure of account. Messages I forwarded to you were just part of correspondence, as most of them have been deleted.

They offer neither self exclusion, nor account delete/closure. Only way to get account temporarily closed is that form, which has to be printed, hand filled with blue ink, scanned and sent back. I do not have a scanner.

According to Bulgarian law, every casino must offer its clients possibility to close their account, wish they do so and it must be told in general terms, which they do not. They systematically refuse account closure and act willingly against local law.

Anyway, I do not play there, will never do and I'm fed up with these local casinos, which mutras use for money laundry. I thank you for your efforts.

Thanks for your patience.

Have you tried photographing the printed form instead of scanning it?

Was such a request for a self-exclusion accepted? Please let me know about the result.

Dear cagiva900,

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.

Point is not in that self-exclusion at all. Max 1 month self exclusion, have to be renewed every month. Made as difficult to get as possible and takes seven days, one week, to "handle the application". Totally outrageous.

The point is, they do not offer closure of an account. Both Bulgarian law and National Revenue Agency clearly say, every customer must be able to close his/her account and it has to be told in general terms and conditions. Nope, they just refuse it and post copy-paste blaa blaa about conditions as a reply to every email.

Anyway, looks like bad publicity has some effect, as my account is now deleted or closed. Tried to log in as a test and my email was unknown. Just wonder if every customer willing to close account has to go through all this what I had to do.

Thanks for the update.

May we consider the issue resolved?

Yes, I think so. Thank you for your patience.

Dear cagiva900,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru