Glassi Casino - Igrač se suočava sa kašnjenjem u odgovorima nakon zahteva za samoisključenje.

I have requested for self exclusion ,casino asked to send the documents .I've sent documents as they asked ,before send documents they were replied in 30 to 60 mins within my mail ,after documents sent ,they aren't replying me ,on live chat they are not responding after documents send

Dear reddysandyadmala,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Glassi Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.

I would like to recommend to check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Thank you for trying solve my issue Katarina ,

Depsite sent multiple emails with documents whatever they asked ,they keep on asking same documents whenever I contact about self exclusion .instead of blocking they keep telling cock and Bull stories .for other queries they are responding in minutes to hours ,but for this they didn't even responded since days

I'm send you mail communication between casino and me

Dear reddysandyadmala,

thank you for your message and email.

You have mentioned sending multiple emails to casino, however you forwarded only one self exclusion request. Could you kindly provide all the emails requesting self exclusion, please? Kindly include communication with live chat as well. My email is katarina.d@casino.guru.

Looking forward to your email,

Katarina

Ive deleted email conversation ,but whag should i do next to close my account permanently ,as i attempted suicide by gods grace im alive

Thank you very much, reddysandyadmala, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello reddysandyadmala, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Glassi Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have managed to get a hold of some contacts that can bring this case to the attention of the relevant people within the casino, therefore I am prolonging the timer by a few days, to give them time to familiarise themselves with the case.

Seems like there is a lot of red tape to cut through, but as I feel I am getting somewhere, I will prolong the timer for one last time.

I have received an e-mail from the casino representative, who has escalated the issue to the appropriate team and it is being currently investigated. I will post an update as soon as I hear back from them.

Dear reddysandyadmala, I have heard back form the casino representative. I have been told you'll be contacted by the support team within next 2 days requesting KYC documentation, to process your request. Please let me know once you submit the documents, or if you do not hear from them by this Friday. In that case, I will investigate further. Thank you.

Dear reddysandyadmala,

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.

Dear reddysandyadmala, do you have any update for me, please?

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.