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Good evening, I have been asking the casino for over a year to close my account but I always find it open, I don't know what to do anymore

Buonasera sto chiedendo al casinò da più di un anno di chiudermi il conto ma lo ritrovo sempre aperto non so più cosa fare

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Dear Alex1234567,

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 obligations to protect 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.

Have you unsubscribed from the casino's marketing communication? (ads, newsletters)

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 tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

Hello good evening I would like to do the self-exclusion and close the account I have sent I don't know how many things emails but nothing doing

Salve buonasera io vorrei fare l’autoesclusione e la chiusura del conto ho mandato non so quante cose mail ma niente da fare

Hello Alex1234567,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Alex1234567,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas