The player from Portugal struggled to receive a response from the casino regarding his request to close his account due to gambling addiction, despite multiple attempts and emails. He felt ignored and believed the casino was preventing account closure to encourage further spending. After several communications, the casino permanently closed his account. The issue was marked as resolved by the Complaints Team.
Thrillsy Casino - Player's account closure request is being ignored.
Amount: ??
Thrillsy Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
After multiple attempts and emails sent, the casino is not responding to my requests to close my account due to a gambling addiction. I can't get any replies, and it seems like they are intentionally ignoring me so I'll continue spending money at the casino.
I don’t know what else to do to have my account permanently closed.
Automatic translation:
Public
Public
2 weeks ago
Dear Jorgesilva26,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
When exactly did you request your account to be closed for the first time? Could you kindly specify which email address of the casino you used?
Am I correct in understanding that you received no reply from the casino at all? Have you tried contacting the casino customer support via chat and asking them for guidance?
Could you please confirm if you passed the full KYC verification?
Please forward me the account closure requests you sent to the casino at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 weeks ago
Translation
Good morning
The first email was sent on 17/10/2024 and since then 14 emails have gone unanswered. This is the second time this has happened to me with this house and the first time I asked to close the account permanently and they only closed the account for 90 days against what I asked.
The e-mail address used at the casino is:
I've contacted the chat three times and they always say they can't close the account because it has to be through email.
I have completed KYC verification and have even made a withdrawal from the casino.
Automatic translation:
Public
Public
2 weeks ago
Translation
Good evening,
the casino closed my account for good today.
Thank you for your help
Automatic translation:
Public
Public
1 week ago
Dear Jorgesilva26,
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,
Veronika
Casino.Guru
