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Self excluded from this casino. Was then allowed to re-open an account during the self excluded period. Have since attempted to close the account permanently or self exclude the account permanently. They are refusing to do so without providing a lot of personal and private information. Important to note this was not required previously. They also try to dissuade you from leaving by offering cash bonuses and freespins. Often using phrases such as ‘a big win is right around the corner’. I simply want my account to be closed with them permanently. I cannot and should not have to send them a load of personal and private documents and information in order to do this.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you first self-exclude from this casino? Please forward me your original self-exclusion request, along with the casino's confirmation that your account was closed, to veronika.f@casino.guru.
• When exactly did the casino reopen your account? Did you request that it be reopened, or was it reopened automatically?
• Have you previously submitted any identity documents to this casino for KYC verification?
• Am I correct in understanding that you are not willing to undergo the KYC process? Please note that completing the KYC verification is important so that the casino can properly identify you and ensure that you cannot register another account with the same personal information and identity documents.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Cardy88,

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.