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Bad customer service, long, unethical. I've asked for an account to be canceled, they don't accept it, it takes a long time and they offer bonuses.

When it's for something in their favor the response time is immediate, account closures are an endless wait.

I've been informed of my rights and duties, I've sent several requests, all of which have gone unanswered. I've lost my money, they don't answer me and the chat is completely useless.

Péssimo atendimento ao cliente, demorado, pouco ético. Pedi cancelamento de conta, não aceitam, demora e oferecem bónus.

quando é para algo a favor deles o tempo de resposta é imediata, fechos de conta fica uma espera sem fim.

informada dos meus direitos e deveres, enviei vários mais todos eles sem resposta. Fiquei sem o dinheiro, não me respondem e o chat é completamente nulo.

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Dear Inesc,

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 specify the reason for closing your account? Additionally, would you be so kind as to 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