The player from Portugal had requested the closure of his casino account due to a gambling addiction, but the account remained open. The Complaints Team had attempted to assist by extending the inquiry period and requesting additional information regarding self-exclusion requests and deposits made since the initial request. However, due to a lack of response from the player to follow-up questions, the investigation could not proceed, leading to the rejection of the complaint.
Thrillsy Casino - Player unable to close account despite gambling addiction.
Amount: ??
Thrillsy Casino
Safety Index:Very lowSafety Index
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3.2
Thrillsy Casino has a Safety Index of 3.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
The casino won't let me close my account even though I have informed them that I have a gambling addiction and that having the account active is causing significant harm.
They show no sense of responsibility or sensitivity towards this kind of situation.
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4 months ago
Dear Jorgesilva26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from thrillsy.com, he/she needs to contact us on the following email address: customercare@thrillsy.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
Could you please forward me all the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru. When was the first time you informed the casino about your gambling problem?
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,
Kristina
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4 months ago
Translation
I have forwarded the emails sent to customercare@thrillsy.com
Thanks
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4 months ago
Translation
The first time I informed the casino of my account closure request was on 6-7-2024
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4 months ago
Thank you for your reply, Jorgesilva26. Have you made any deposits since then? If yes, please post the total amount spent since then.
Also, do I understand correctly that the casino failed to respond to your self-exclusion request or any other messages?
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4 months ago
Dear Jorgesilva26,
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.
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4 months ago
Translation
Recently, the casino sent an email closing my account for a period of 3 months, not respecting the request I made to close it permanently.
Yes, I made some deposits between the time of the self-exclusion request. I can't say for sure at the moment, but I'll check the amount on my bank statement.
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4 months ago
Alright. Please get back to me when you have an estimate of the amount so I can update the dispute value.
