Hello Janice.
I saw your freshly submitted complaint, which was the best step you could take. Our team of experts will do their best to investigate the matter. We believe that once any player asks for self-exclusion due to gambling addiction, the casino should take immediate action and close the account without unnecessary delays. This will surely be the most pressing matter in the complaint, and it's great you have evidence at hand.
In such a situation, perhaps you would like to put our responsible section to use; it has been created for players who may need a firewall from casinos or seek help: https://casino.guru/problem-gambling
Additionally, not sure whether you have any experiences with exclusion tools; this could help:
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,200 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
The other handy tools is the Self-Exclusion Assistance Tool
just in case you would also like to discuss some topics about problem gambling and prefer to stay out of casinos, this part of the forum may catch your interest too: https://casino.guru/forum/responsible-gambling
In any case, I truly hope our mediators will be able to help you.
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