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I will forward the email I sent them to explain the complaint.

Dear Sirs,

I am writing to file a formal complaint regarding the way my request to close my user account was handled.

After repeated requests and numerous email exchanges, I received explicit written confirmation that my account had been permanently closed. I relied on that information and considered the matter resolved.

However, to my surprise, about a month later I discovered that the account was still active and fully operational, contrary to what your services had assured me.

This situation had serious consequences for me, as the account’s continued activation caused financial losses and other costs that would not have occurred had you complied with what was formally communicated to me.

In light of this situation, I demand:

The definitive, permanent, and irreversible closure of my account, with written confirmation of its effective execution;

A detailed explanation of the reasons that led to the failure to comply with the previously confirmed closure;

Compensation for the losses I suffered as a direct result of your actions, the amount of which I reserve the right to quantify precisely, including all financial damages and other losses legally eligible for compensation.

If this situation is not resolved satisfactorily within a maximum of 10 business days from the receipt of this email, I will initiate the legal proceedings I deem appropriate to defend my rights, including filing a complaint with the relevant regulatory authorities and filing the corresponding lawsuit to demand compliance with your obligations, as well as full compensation for the damages caused.

I request that all future communication regarding this matter be made in writing.

I look forward to your urgent response.

Irei enviar o mail que mandei para eles de forma a explicar reclamacao.

Exmos. Senhores,

Venho apresentar uma reclamação formal relativamente à forma como foi tratado o meu pedido de encerramento da minha conta de utilizador.

Após diversas insistências e múltiplas trocas de e-mails, foi-me expressamente confirmado por escrito que a minha conta se encontrava encerrada de forma definitiva. Confiei nessa informação e considerei o assunto resolvido.

Contudo, para minha surpresa, cerca de um mês depois verifiquei que a conta continuava ativa e plenamente operacional, contrariando aquilo que me foi garantido pelos vossos serviços.

Esta situação teve consequências graves para mim, uma vez que a permanência indevida da conta ativa originou prejuízos financeiros e outros custos que não teriam existido caso tivessem cumprido aquilo que me foi formalmente comunicado.

Perante esta situação, exijo:

O encerramento definitivo, permanente e irreversível da minha conta, com confirmação escrita da sua efetiva execução;

Uma explicação detalhada sobre as razões que levaram ao incumprimento do encerramento anteriormente confirmado;

O pagamento de uma indemnização pelos prejuízos que sofri em consequência direta da vossa atuação, cujo montante me reservo o direito de quantificar de forma rigorosa, incluindo todos os danos patrimoniais e demais prejuízos legalmente indemnizáveis.

Caso esta situação não seja resolvida de forma satisfatória no prazo máximo de 10 dias úteis a contar da receção deste e-mail, darei início aos procedimentos legais que entender adequados para defesa dos meus direitos, incluindo a apresentação de queixa junto das entidades reguladoras competentes e a instauração da correspondente ação judicial para exigir o cumprimento das vossas obrigações, bem como a reparação integral dos danos causados.

Solicito que toda a comunicação futura sobre este assunto seja efetuada por escrito.

Aguardo a vossa resposta com carácter de urgência

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Stay safe.

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

Good morning.

This goes back to last month, and I no longer have any emails or other communications with them—I deleted everything that same month.

I requested that the account be permanently and definitively closed, and I was firm and clear in how I made that request.

Bom dia.

o caso remota ao mes passado, sendo que já não tenho mails nem outras comunicações com eles, sendo que apaguei tudo nesse mesmo mes.

pedi encerramento de forma permanentemente e definitiva e fui imperativa e clara na forma como o solicitei.

Thank you for your responses. Unfortunately, without evidence that you requested the closure of your account due to gambling addiction, we are unable to ask the casino to refund the deposits you made and lost after your account was reopened.

As I mentioned in my previous reply, casinos distinguish between a standard account closure and self-exclusion due to gambling-related harm, and different obligations apply in each case.

Since you have deleted the emails you sent when requesting the closure of your account, we have no evidence confirming that you requested self-exclusion due to gambling addiction. Therefore, we will proceed with rejecting this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika