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I asked your employees several times to please close my account due to gambling addiction. This didn’t happen until approx 2000 more dollars was deposited. I expected a casino of your stature to take addiction seriously. If yeh amount is not refunded in full I will be leaving negative reviews ob every website and hiring my legal team to come after you

Dear Shanna,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Please, allow me to ask you a few more question before we would try to contact the casino. When was the first time you requested for closing your account? Did you mention to the casino that you have gambling problems and you wish to self- exclude yourself or just to close your account? Could you please forward us any relevant proof or e-mails(your e-mail sent to the casino with the request to close your account) which could support your case? Please send it to nikolas.b@casino.guru.

Looking forward your answer.

Best regards,

Nick

Hi Nick

all of the conversation I had were done over your chat. I did not save copies of them. But if you look at your chat history it will be there. The very first thing I said to your employee Is that I have a gambling addiction and to please close my account. She wanted me to log in again and send her a screen shot. I told her I did not want to as That was too triggering for me. I told her I would give her any info she needed, and she asked for my email. Then she closed the chat. I thought that the account would have been closed but it wasn’t. I chatted once more pleading for my account to be closed. It wasn’t. Then after a loss if nearly 2000 dollars I still struggled to close my account. I have dealt with many casinos and cannot believe how irresponsible yours is.

Dear Shanna,

Just to make it clear we are not connected with any online casino. We are here only to make review of them and help the players to solve their comlpaints. We do not have access to your account or any chat log as we are not a casino. The reason we asked for some proof was because it can make a difference how you ask to close your account. You can always just close your account and usually if you don't mention gambling problems/addiction it can lead only to temporary closure which is mostly canceled by loggin into your account again. Could you please specify how exatly did you ask the casino to close your account?

Best regards,

Nick

Dear Shanna,

We haven't receive any answer from you. Please note, if you will fail to respond to us within the next 7 days, we will be forced to reject your complaint.

We are now closing the complaint.