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I have tried to close this account several times as I have a gambling problem but they won’t close it, I have unsubscribed from there emails yet they keep sending them

Dear dawn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move forward with this complaint, could you please forward me all requests for account closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

If there is any other relevant communication between you and the casino, please forward it as well.

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

Best regards,

Kristina

I sent you the email have you got it please

Thank you for your reply, dawn. I see that the email you forwarded me was sent in December. Do I understand correctly that your account has not been closed since then?

Could you please clarify the dispute value (€1,700)? Is this the value of the deposits you made after sending this email?

No it’s been closed a few times since then but they didn’t send me the transcripts, the 1700 is from may there’s been more transactions since December they just won’t permanently close it regardless to the reasons I have given them.

Thank you very much dawn for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello dawn.

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear dawn.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru