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Hello,

After I made my first deposit and lost the money, I contacted live support to close my account immediately and permanently. The live support agent chatted with me for over 30 minutes, trying to convince me to stay and offering bonuses, even though I explained that my decision was final.

After declining all the bonuses and chatting for more than 30 minutes, I was told that I needed to send an email — which is ridiculous after such a long conversation. Nevertheless, I wrote the email, and this morning I received a reply that started the same way as the live chat, once again trying to prolong the process instead of simply closing the account.

Unfortunately, I couldn’t control myself and ended up depositing another €430. I’m not even asking the casino to refund the money out of goodwill, because it’s obvious they would refuse — they just want to keep players locked in and depositing more.

I’ve had experience closing an account with another casino, and it literally took five minutes.

Dear Cisko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Natalia

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.

Dear Cisko,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru