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I requested account closure due to addiction issues. I reopened another account with a different address but the same identifying information, and they didn't raise any issues. I'm claiming back what I lost, and they're not taking responsibility. The account is still open despite having requested its closure.

Solicité el cierre de la cuenta por problemas de adicción. Reabrí otra con otra dirección pero con los mismos datos identificativos y no pusieron incovenientes. Reclamo lo perdido y no se hacen responsable. La cuenta aún sigue abierta a pesar de haber pedido el cierre.

Dear Santititi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: [email protected]

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Could you please forward me the self-exclusion requests that you sent to the casino to close the first account? My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I've sent it to your address. I'm also sending you the closing information for the new account that's still open.

Se lo he mandado a su dirección. Además le mando el cierre de la nueva cuenta que aún sigue abierta.

I've already sent it to them, now they've closed my account.

Ya se lo he enviado, ahora me han cerrado la cuenta

Thank you for your reply, Santititi. Could you please forward me the actual email you sent to the casino? You shared a screenshot showing that the request was not sent. It appears you took the screenshot while composing the email. To proceed with this complaint, we need the actual email. Thank you for your understanding.

I've already sent it to you, thank you very much.

Ya se lo he enviado, muchas grcias

I apologize, but you sent the same screenshot again. Unfortunately, we cannot consider this to be a valid proof of self-exclusion request. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request in the necessary format and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.