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I opened an account, deposited, and lost some money. I spoke with the chat support and requested them to close my account. After a lot of discussion, they told me to send an email. I sent several emails and they still haven't closed my account despite informing them that I have a gambling problem. Yet, my account remains open. I want my deposits back as moral compensation for the trouble of having my account still open!

ανοιξα ενα λογαριασμο κατεθεσα και εχασα καποια χρηματα . μιλησα με το τσατ και ζητησα να κλεισουνε το λογαριασμο μου. μετα απο αρκετη συζητηση μου ειπαν να στειλω email. εστειλα αρκετα email και δεν μου κλεινουνε το λογαριασμο τους εστειλα οτι εχω προβλημα με το τζογο .και παλυ δεν κλεινουνε το λογαριασμο μου. θελω τις καταθεσεις μου πισω ως ηθικη ικανοποιηση για την ταλαιπωρια που ο λογαριασμος μου ειναι ακομα ανοιχτος!

Dear georgeflas, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact—the player can reopen the account anytime, and the casino has no obligations to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Have you made any deposits to the casino after you requested your account to be closed?

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good afternoon, the deposits I made both before and after requesting the closure of the account. As a moral satisfaction, they should return the money to me if we were talking about a serious company. I sent you to

καλησπερα τις καταθεσεις τις εκανα και πριν και μετα ζητησω κλεισιμο του λογαριασμου. ως ηθικη ικανοποιηση θα επρεπε να μου επιστρεψουν τα χρηματα αν μιλαμε για μια σοβαρη εταιρια .σας εστειλα στο veronika.f@casino.guru