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Dear youngqueen,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello, thank you for responding to my complaint. I tried to close the account myself, but I couldn't find that option. Regarding self-exclusion, I haven't contacted support to do so because I first want to reach an agreement regarding the damage caused. I believe that the text messages and incentives they sent me led me to fall for it. I still have access to the account, but before requesting its complete closure, I need them to address what I explained about what happened in my personal life, where, because of them, I lost everything.

Hola, gracias por responder mi queja. Yo intenté por mi parte realizar el cierre de la cuenta, donde no encontré dicha opción, y respecto a la autoexclusión, no he hablado a soporte para realizarlo ya que primero quiero llegar a un acuerdo por el daño que se me ha causado, encuentro que al enviarme respectivos sms e incentivos hicieron que yo caiga. Aún tengo acceso a la cuenta pero antes de pedir el cierre total, necesito que se hagan cargo de lo que expliqué respecto a lo que me ha pasado en mi vida personal, donde por culpa de ellos, lo perdí todo.

Dear youngqueen,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this and request a refund.

Since you have not officially requested self-exclusion yet, I can only recommend that you request self-exclusion as soon as possible if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have 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 a self-exclusion request to the casino and include me in a copy. Thank you.

Dear youngqueen,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru