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The casino refuses to close my account. I'm redirected to various customer support representatives, who refuse to close it. They use the excuse that they want to know the reasons. Simply explaining dissatisfaction with the entire service isn't enough; this practice is illegal! Informing the licensor (Curacao) won't achieve anything! Complaining probably won't lead to a solution either. Nevertheless, everyone should be warned: stay away from this casino!

Das Casino verweigert die Schließung meines Kontos, ich werde zu unterschiedlichen Kundensupport Mitarbeitern weitergeleitet,die die Schließung verweigern, es wird vorgeschoben : Sie wollen die Gründe erfahren, es reicht nicht aus, die Unzufriedenheit mit dem gesamten Angebot zu erklären, diese Praxis ist rechtswidrig !!! Die Lizenzgeber zu informieren( Curacao ) wird kein Nachdruck verleihen ! Vermutlich wird die Beschwerde auch kein Lösung herbeiführen. Dennoch sollen alle gewarnt sein, lasst die Finger von diesem Casino !!!

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Dear Orbitalschlag77,

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).

The casino needs to know why you want to close your account, since various reasons require various approaches.

Therefore, 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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Orbitalschlag77,

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.

I'm still trying to find a solution. In their last reply, the casino offered a bonus instead of meeting my request. They're trying to wear me down until I give in. There's no way to close an account there. You're passed from employee to employee. In every email I ask for the closure, making it unmistakably clear that I only want to close my account. I'm threatening to inform the authorities to emphasize my point, but no chance. I'm giving up. This is a waste of energy. My account will simply be left there. I can make peace with this in the future.

Ich versuche nach wie vor eine Lösung zu erzielen, in ihrer letzten Antwort, reagierte das Casino mit einem Bonusangebot,anstatt meiner Aufforderung nachzukommen,sie versuchen mich so zu zermürben,bis ich nachgebe,es gibt keine Möglichkeit dort eine Kontoschließung vorzunehmen,man wird von Mitarbeiter zu Mitarbeiter geleitet,ich bitte in jeder Email erneut um die Schließung,mache unmissverständlich klar,ich will ausschließlich mein Konto schließen,drohe damit die Behörden zu informieren ,um Nachdruck zu verleihen,keine Chance.Ich gebe es auf,das ist Energieverschwendung,mein Konto wird einfach dort zurück gelassen, damit kann ich zukünftig meinen Frieden schließen.

Thank you for your message. I understand your frustration. If your only reason for wanting to close the account is dissatisfaction with the casino, the simplest solution is to stop visiting the website. There’s no obligation for the casino to close the account in this case.

However, if you are struggling with gambling problems, we can help you close the account through a self-exclusion process, which prevents you from accessing it for a defined period.

Please let me know if you would like to proceed with self-exclusion.

Dear Orbitalschlag77,

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.