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On March 13th I requested the closure of my gaming account, declaring that I have serious personal problems due to gambling addiction, over which I no longer have control.

From March 13th to April 7th/8th they continued to procrastinate telling me that before closing the account there must be inactivity for at least 14 days, crediting non-unlockable bonuses and asking me with each new response the reason why I wanted to close, a month has passed and they have not closed the account despite the many requests in live chat and via email

It happens that today April 13 I lost control as expected and from the salary credit I have already paid them 500 euros (if not more) and obviously this has not generated winnings and I knew it but I was not able to control myself, on the other sites I have set limits that allow me not to play or in any case to keep expenses under control, with them there are no limits on deposits and those who have a problem like mine risk ruining themselves, since they have not closed my account how can I request my deposits back

In data 13 marzo ho richiesto la chiusura del conto gioco, dichiarando di avere gravi problemi personali dovuti alla dipendenza del gioco, su cui non ho più controllo

Dal 13 marzo al 7/8 aprile hanno continuato a temporeggiare dicendomi che prima di chiudere il conto ci deve essere inattività per almeno 14 giorni, accreditando bonus non sbloccabili e chiedendomi ad ogni nuova risposta il motivo per cui volevo chiudere, è passato un mese non hanno chiuso il conto nonostante le tante richieste in live chat e via mail

Succede che oggi 13 aprile io abbia perso il controllo come prevedibile e dall'accredito dello stipendio ho versato loro già 500 euro (se non di più ) e ovviamente questo non ha generato vincite e lo sapevo ma non sono stata in grado di controllarmi, negli alti siti ho impostato dei limiti che mi permettono di non giocare o comunque di tenere le spese sotto controllo , con loro non ci sono limiti nei versamenti e chi ha un problema come il mio rischia di rovinarsi, dal momento che non mi hanno chiuso il conto come posso fare per richiedere indietro i depositi

Dear lulu86,

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).

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 I sent the email as requested Veronika

Buongiorno ho inviato la mail come richiesto Veronika

Thank you for your email. I have reviewed the messages you sent me. Unfortunately, you have not explicitly mentioned gambling addiction as the reason for your account closure request.

Please note that we are able to assist with the refund of lost deposits only in cases where the player clearly admits to having a gambling addiction or suffering from pathological gambling, requests self-exclusion, and the casino fails to close their account and protect them.

We can assist you with a self-exclusion request going forward, but we are unable to request a refund of your past deposits. Please let me know if you'd like to proceed with this.

Dear lulu86,

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.

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.