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This casino systematically refuses to permanently close my account, despite my repeated requests to do so for months. Recently, they sent me an email demanding a "medical certificate" from a psychiatrist or psychologist before they will even "evaluate" my request. This is a real criminal organization that will do anything to avoid closing your account.

I need your help to intervene so that they delete my account and all my data once and for all.

Casino que se niega sistemáticamente a cerrar mi cuenta de manera permanente y definitiva, a pesar de llevar meses solicitando hacerlo. Últimamente me enviaron un correo pidiendo"certificado médico" emitido por un psiquiatra o psicólogo para recién "evaluar" mi solicitud. Esta es una verdadera mafia de delincuentes que hacen lo imposible para no cerrar tus cuentas.

Necesito me ayuden a interceder para que de una vez por todas eliminen mi cuenta y todos mis datos.

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Dear Angel49,

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).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika