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I would like payment for harassment.

I get emails nonstop from this website, I have asked many many many times for my account to be deleted and I’m still getting emails every single day. Even when I block them, they keep coming. The ‘manager’ of the casino won’t accept my request to delete my account. I’m at my wits end! I want payment for the harassment and refusal to close my account and the time I’m wasting with this.

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Dear de_sasterous,

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

I have asked for account closure, not self exclusion, and they continue to harass me. I do not want an account at any casino any more. Why is it so hard to just close my account?

Thank you for your reply.

I understand that receiving repeated promotional emails can be frustrating. However, I would like to clarify that within our complaint resolution service, we are generally able to assist only in cases related to self-exclusion due to gambling addiction, where casinos have specific responsible gambling obligations toward the player. Requests for standard account closures, even if they are not processed as quickly as expected, unfortunately fall outside the scope of issues we are able to intervene in.

If you simply no longer wish to play, the most practical solution is to avoid accessing the casino website. Regarding the marketing emails you are receiving, most promotional emails contain an "unsubscribe" option at the bottom of the message, which allows you to remove yourself from the mailing list.

If the emails continue after unsubscribing, you may also consider the following options:

• marking the messages as spam in your email provider,
• creating a filter that automatically blocks or deletes emails from that sender,
• blocking the sender’s address directly in your email settings.

These steps are typically the most effective way to stop unwanted promotional communication.

Unfortunately, compensation for receiving marketing emails or for dissatisfaction with account closure handling is not something we are able to pursue through our complaint process.

Thank you for your understanding. Please let me know if there is anything else we can assist you with.

Dear de_sasterous,

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,
Veronika
Casino.Guru