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I had a self exclusion in place (indefinite) and all of a sudden I received an email with generous bonus offered. As I am still recovering from my addiction I logged in.

this casino used to have responsible gaming limits but now they offer nothing. When I contacted chat service they said they take RG seriously but don’t offer any limits.

I contacted them to close account via email and customer service due to addiction.

account remains open. This isn’t fair and it should never have been reopened.

Dear Philly35, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Have you made any new deposits after your account was reopened?

Have you contacted customer support with an account closure request now, after your account had been reopened?

Thank you very much in advance. 

Best regards, 

Veronika

Hi yes the bonuses that were offered were generous. Account was self excluded indefinitely some time ago, not sure exactly but around 6months maybe longer.

I made a few deposits 😞 around $400 I contacted Chat service to ask for RG.

when I used to play here they had RG but you had to get CS to add the limits. That is no longer available.

I had a positive experience here making many fast withdrawals and so this is just weird.

the reason I self excluded was due to addiction. Gabrielle was my VIP manager and when I self excluded he said it would never be reopened. I was fine with that. Now this!

really don’t want the enticement hanging over me! I struggle with this addiction every hour of every day!

i have gone back and asked why the account was reopened with no reply. It seems another account I was self excluded from has reopened as well. I know these were both indefinite so am feeling quite defeated by RG on both sites! I was frequent to both but have been closed for well over 6 months and at least 2 years with the other. Previous dealings with both were satisfactory up until now. RG needs to be compulsory 😭

Thank you for your replies. However, I have not received any emails from you. As I mentioned in my previous response, please forward me the account closure requests you sent to the casino along with the casino's responses at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika sorry for late reply. Have emailed correspondence thru now 😊

Thank you for your emails. However, based on the screenshots you sent me, it seems that you only inquired about the reasons why your account was reopened.

To proceed with your case, I need to review the original self-exclusion requests you sent to the casino when you first asked for your account to be closed. Could you please forward me those messages?

I appreciate your cooperation and look forward to your response.

Dear Philly35,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.