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Impossible to close account. I wrote like 20 times or more to the email address related to account blocking and each time they say I need to contact my manager. When I am contacting manager he either doesn't reply or reply something unrelated to what I said. It's been like 6 months or more when I am trying to close account.

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Dear Binturonk;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Please let me ask you further questions to better understand the situation:

1. Could you please forward me a sample of the account closure requests you sent to the casino support and your VIP manager, along with the casino's responses? You can send them to me at tomas@casino.guru
2. Have you unsubscribed from the casino's marketing communications? (newsletters, ads, etc.)

Thank you in advance for your cooperation.

Best regards,

Tomas

Dear Binturonk,

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,
Tomas
Casino.Guru