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Good evening. I have a problem that I can't seem to resolve... Acknowledging that I have a severe addiction issue, I have been requesting to close my gaming account for over a year now... I've even explained that I want to close it because I am unable to manage either losses or wins... The only time I received a response to my countless emails, I was told that it could take time, even months... So, while waiting, I relapse. Could you please help me close my gaming account? I must have sent more than 50 emails to both the support and VIP addresses over a year. Thank you.

Buonaseea. Ho un problema che non riesco a risolvere.. Dato che riconosco di avere un grosso problema di dipendenza è più di un anno che chiedo la chiusura del mio conto gioco...ho anche spiegato che voglio chiuderlo perché non riesco a gestire ne perdite ne vincite...l unica volta che ho ricevuto risposta alle mie innumerevoli email mi è stato detto che ci voleva tempo anche mesi...così nel attesa ci ricasco, potreste aiutarmi a chiudere il mio conto gioco , avrò inviato più di 50 email in più di un anno. al indirizzo sia support che Vip..? Grazie

Dear SabrinaDm,

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:

"Contact our customer support to suspend your account for a definite or an indefinite period of time. We believe that a minimum of a 7 day break will help you identify your fun factor while using our site. If you feel like 7 days is not enough, do let us know your preferred suspension timeframe. Please note that during this suspension period, you won’t be able to log in to your account, and your account won’t be reactivated during this cooling off period. Your account will be reactivated after your set break period unless an indefinite period is opted for."

Could you please forward me an email in which you clearly informed the casino that you wish to close your account due to gambling addiction? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear SabrinaDm,

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.

Thank you, I would like to hear about the closure of my gaming account as soon as possible. Good morning

Ti ringrazio, vorrei avere notizie della chiusura al conto gioco il prima possibile..buonagiornata

Thank you for your reply, SabrinaDm. This is the only message in which I see you informed the casino about your gambling addiction.

Have you received any reply? Did you save any older emails? Do you still have access to your casino account?

I have not received any response...for the other emails, I sent other screenshots with the last one I received...and I can still access my account. Thank you

Non ho ricevuto nessuna risposta...per le altre email, ho inviato altri screenshot con l ultima che ha ricevuto...e si posso ancora accedere al mio account. Grazie

The important thing here is that you must send the message with the important information (that you want to close your account due to a gambling problem) to the correct person. In the responsible gambling section is stated that you should contact customer support, but in this email, you contacted a VIP email address.

Since you have not received any reply, I suggest that you send another request. When applying for the self-exclusion, state the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to JackMillion Casino (https://eu.jackmillion.com/contact-us/ - support@jackmillion.com) and keep me informed about any further developments. Thank you in advance.

More than once, however, I sent a request to supportjackmillion but they always replied that I should have sent the request to VIP...thanks..so I sent the request to all the addresses.. sipport vip and info..

Thanks and waiting for news..

Più di una volta però ho inviato richiesta a supportjackmillion ma mi hanno sempre risposto che avrei dovuto inviare la richiesta a Vip...grazie..quindi ho inviato richiesta a tutti gli indirizzi.. sipport vip e info..

Grazie e aspetto notizie..

Great, thank you, let's give it a few more days. Hopefully, your account will be closed soon. Please, keep me updated.

Good morning, I received a reply in which they told me that they had closed my gaming account and in fact I cannot access the account... however, I would like not to receive advertising emails from your casino, because every now and then I receive promotional emails from casino gurus.. .Thanks again..

Buongiorno, ho ottenuto risposta in cui mi dicevano di aver chiuso il mio conto gioco e di fatti non posso accedere al conto...vorrei però non ricevere email pubblicitarie dal vostro casino, perché ogni tanto mi arrivano email di promozioni da casino guru...grazie ancora..

Do I understand correctly that you wish to unsubscribe from Casino.guru newsletters and any of our promotional emails?

Yes please

Si, grazie

You can always set your email preferences in your Casino.guru profile:

Nonetheless, if you encounter any problems, please contact community@casino.guru and they will be able to assist you further.

Since your casino account has finally been closed as per your wish, I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru