The player from Austria requested the immediate deletion of their account on 31.08.2024 due to compulsive gambling addiction but has not received a response from the casino despite sending five emails. The absence of live chat further complicates the situation, and they urgently need assistance.
Tumblewins Casino - Player's account deletion request is ignored.
Amount: €299
Tumblewins Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case opened
Current status
Waiting for casino to reply
0d 8h 32m 41s
Case summary
6 days ago
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2 weeks ago
Translation
I requested the immediate deletion of my account on 31.08.2024 because I suffer from compulsive gambling addiction. The casino has not responded to a total of 5 emails, and a live chat is not available. I urgently need assistance.
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2 weeks ago
Hello charlie6311,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tumblewins Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you request it through e-mail support or live chat? When was the last time you spoke to the casino and what was it about?
Can you please forward the request you sent to the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
Hello and thank you for the quick help. My account has not yet been verified because I decided to delete it due to my illness. Theoretically, I have NEVER had any contact with the casino. The casino has not yet responded to my 5 emails (the last on September 3rd, 2024) and live chat is not available. I am enclosing the relevant emails and proof of my payments. Thank you
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2 weeks ago
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I am happy to provide you with further information at any time. Thank you
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1 week ago
Hello charlie6311,
Thank you for the screenshots provided. However, in this state, we can't see it as relevant evidence as it is not visible who the receiver was.
Would it be possible to forward the e-mails sent directly to the casino to nikolas.b@casino.guru (or upload screenshots showing who was the e-mails sent to)?
Looking forward to your answer.
Regards,
Nick
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1 week ago
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Hello and good day, I noticed this problem myself yesterday. That is why I sent the five emails again to sent. This time the recipient is definitely identifiable.
Thank you very much
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1 week ago
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I have just asked the casino for the 6th time to delete my account due to my illness. I also sent this email to forwarded. Thank you
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1 week ago
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Hello, I sent another email to the casino today and a screenshot to forwarded.
The casino has not yet responded. Almost two weeks have passed since my first email. I am demanding a refund of the sum of 299 euros that I have proven to have paid.
The casino is acting completely irresponsibly and is deliberately delaying the closure of the account, thereby unscrupulously exploiting my illness.
Thanks
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6 days ago
Dear charlie6311,
Thank you for providing the more detailed emails regarding your case. I appreciate the time and effort you’ve taken to share this information with us. I will now forward your complaint to my colleague Michal (michal.v@casino.guru), who will be assisting you from this point onward.
He will review the details carefully and work with you to help resolve the matter. I wish you the very best of luck in reaching a satisfactory outcome.
Kind regards,
Nick
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6 days ago
Hello charlie6311,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Tumblewins Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Tumblewins Casino has 0d 8h 32m 41s to reply
Michal is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
