The player from Germany requested account closure two weeks ago due to gambling issues but has not received a response regarding this request. In contrast, he received immediate replies to unrelated emails sent as a test.
Two weeks ago, I requested a closure of my account due to gambling problems. There has been no response to the email. However, for irrelevant emails that I sent as a test, I received an immediate response.
Hello xxcc86,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
Can you please forward the initial request for self-exclusion which you sent to the casino to nikolas.b@casino.guru?
Thank you very much in advance for your reply.
Best regards,
Nick
Hello xxcc86,
Would it be possible to forward your request sent to the casino to nikolas.b@casino.guru? Please forward it in full e-mail format not just screenshots.
Regards,
Nick
Dear xxcc86,
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.
Hello xxcc86 and thank you for the provided evidence.
I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello xxcc86,
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 WikiLuck Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.