Electric Wins Casino - Spelaren kämpar för att stänga kontot.

Since I decided to stop playing, I have requested the closure of several accounts I've opened over time, but this casino is the only one I cannot close. I've sent dozens of emails, but they keep sending me promotions, causing me to relapse.

Da quando ho deciso di smettere di giocare ho chiesto la chiusura di diversi account aperti nel tempo, ma solo questo casinò non riesco a chiuderlo. Ho mandato decine di mail, ma continuano a mandarmi promozioni facendomi ricadere

Dear transporter,

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 obligation 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 gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I have a pathological addiction, I have closed all the casinos opened over time, asking for closure and self-exclusion. But with this I can't and I fall back into it with every message I receive

ho una dipendenza patologica, ho chiuso tutti i casinò aperti nel tempo, chiedendo la chiusura e l’auto esclusione. Ma con questo non riesco e ci ricado ad ogni messaggio che ricevo

Thank you very much for your reply, transporter. Could you please forward the self-exclusion request and any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Email sent thanks

Mail inviata grazie

Do I understand correctly that you still have access to your casino account?

Yes I still have access! They don't close it

Si ho ancora accesso! Non lo chiudono

Thank you very much, transporter, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello transporter,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Electric Wins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello transporter,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Electric Wins Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

They will never answer! I keep writing begging for closure to the following address , but they don't even answer. Casinos to avoid! They will only take money without ever paying anything. I wish there was a way to report them

Non risponderanno mai! Sto continuando a scrivere supplicando la chiusura al seguente indirizzo sophia@electricwinssupport.com, ma non rispondono nemmeno. Casinò da evitare! Prenderanno solo soldi senza mai pagare nulla. Vorrei ci fosse un modo per denunciarli

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V