bwin Casino ES - Igrački nalog je ponovo otvoren.

I requested the closure of my account due to problems with the game and requested that it not be reopened under any circumstances.

Even so, after 6 months it was possible to reopen and increase limits

Solicité el cierre de mi cuenta por problemas con el juego y solicité que no se puediera reabrir bajo ningún concepto.

aun así pasados 6 meses se pudo reabrir y aumentar límites

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Dear Risiev,

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

Good morning, I just sent it to you by email

Buenos días, acabo de mandarselo por mail

Thank you for your email.

• Unfortunately, I was not able to open the PDF file as it appears to be encrypted. Could you please resend the document in a non-ZIP format and without a password?
• Regarding your previous self-exclusions from this casino, could you please clarify how the reactivation process works after the self-exclusion period ends?

I have forwarded to you the email conversations we had where you can see that I request irreversible closure.

The reopening has involved speaking with agents and answering questions.

I can't open the document the casino sent me either.

Le he reenviado las conversaciones que tuvimos por mail donde se puede ver que solicito cierre irrevesible .

La reapertura ha sido hablando con agente y respondiendo a las preguntas.

el documento que me mandó el casino tampoco puedo abrirlo

Hello Risiev,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The casino informed you that the password to the ZIP file was sent to you in a second email. If possible, kindly forward this email to me, so that we can review all communications before proceeding with the investigation. I appreciate your cooperation.