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Good evening!! I have almost reached VIP LEVEL 5 at this casino because I have made many deposits and have been playing here for a long time! I am supposed to have my own manager but for 4 months no one has answered my emails! There is no one to help me!! And in addition I have been asking for 2 MONTHS to close the account and they are not doing it!! Isn't this illegal ????? They are violating my rights and leaving my account open!! Guys stay away from this casino because I had other issues! I am waiting for an answer thanks!

Καλησπερα!!Εχω φτάσει σχεδόν VIP LEVEL 5 σε αυτό το καζίνο λόγω του ότι έχω κάνει πολλές καταθέσεις και παίζω καιρό εδω!Υποτιθεται πως έχω δικό μου μάνατζερ αλλά εδώ και 4 μήνες δεν απαντάει κανείς στα email μου!Δεν υπάρχει κανένας για να με βοηθήσει!!Και επιπλέον ζητάω εδώ και 2 ΜΗΝΕΣ να κλείσει ο λογαριασμός και δεν το κάνουν!!Δεν είναι παράνομο αυτό ;;;;Παραβιάζουν τα δικαιώματα μου και αφήνουν ανοιχτο τον λογαριασμό μου!!Παιδια μακριά από αυτό το καζίνο γτ είχα και άλλα θέματα!Περιμενω απάντηση ευχαριστώ!

Dear billaros7, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Good evening!! I know the differences, it's the truth and I've been asking for 2 months for my account to be closed without the possibility of ever being opened again!!!

Καλησπερα σας!!Γνωριζω τις διαφορές είναι η αλήθεια και ζητάω εδώ και 2 μήνες να κλείσει ο λογαριασμός μου χωρίς την δυνατότητα να ανοίξει πάλι ποτέ!!!

Dear billaros7, do I understand correctly that your account closure request is not related to any gambling issues/addiction?

It has to do with the fact that I don't want to lose any more money and I'm sure they're not closing it for so long on purpose because they're waiting for me to make another deposit!! But in general their behavior there and the service is tragic!!

Εχει να κάνει με ότι δεν θέλω να χάσω άλλα χρήματα και είμαι σίγουρος ότι επίτηδες δεν τον κλείνουν τόσο καιρό γιατι περιμένουν να ξανακάνω κατάθεση!!Αλλα γενικά η συμπεριφορά τους εκεί η εξυπηρέτηση είναι τραγική!!

Dear billaros7,

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Natalia

Dear billaros7,

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,
Natalia
Casino.Guru