Solcasino.io - Player’s account closure request ignored despite gambling addiction.

Hi,

My complaint is simple. I played at solcasino.io, and i am an addicted gambler.

I cashed out on the 8th of february at  02:48 AM, then i went to close account permanently due to gambling addiction, the button didnt work.

I contacted support to try and close it, they refused and i ended up recording proof of it, which i sent to the casino along with a complaint asking for refunds after i contacted support and admited gambling addiction and requested account closure.

Now we are in june, still not closed, and i keep losing money due to addiction. The support has everytime i asked to close it because i can't myself, always refused to close it for me.

I want it closed, and refund of losses caused from this.

Total loss: 4.188 solana

INFO: I have currently for the first time gotten in contact with a team member at solcasino.io, where they might be able to close the account finally... But they say they can't refund, which is ridicules when this is a big concern for them as a casino, and their license.

Please help guru.

Dear kingdms,

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

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

• Did the casino explain what is preventing them from closing your account and refunding your deposited funds?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include your self-exclusion request where you inform the casino of your gambling problems, please.

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

Hi,

1. They have said that they can't close it for me if i can't close it on my end, which is just annoying and confusing. I have asked for supervisor many times, and even sent an official complaint to their support email in february, without response. (Forwarded it to your email). I was so annoyed back then i tried everything, but no responses.
2. I have the latest chat transcripts, which is basicly the same as from february, but the older ones they have deleted from the chat logs, and i dont got them on email or anything from them. They need to retrieve these in that case. (Screenshots emailed)

The recent messages has been between me and most likely a team member on chats, but still nothing has happend on my account, and i specify clearly my first priority is closing the account to prevent losses, but they still ignore me.

for now my account is still active, and open for me to lose money, never experienced this much hassle on closing an account on a licensed casino.

I apologize for overlooking your emails.

Thank you very much, kingdms, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear kingdms,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.