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SUBJECT: Request for permanent account closure and refund for late payment

Good morning,

I hereby wish to formalize my complaint regarding the handling of my request for permanent closure of my account.

On April 19, 2026, I sent an explicit request to permanently delete/block my account. However, I received no response until about a week later, and subsequently, further communications that seemed to be aimed at dissuading me from closing my account, rather than proceeding with my request.

Despite numerous reminders from me, the process dragged on for over two weeks before almost reaching completion.

I believe that a request of this nature should be handled promptly and without undue delay. Therefore, I consider the time elapsed since my initial communication to be inadequate for proper service management.

For this reason, I formally request reimbursement of any sums lost between my initial request for closure and its actual execution.

If a satisfactory resolution to the matter is not reached, I will be forced to defend my rights in the appropriate venues, also availing myself of the support of my lawyer.

I look forward to hearing from you soon.

Best regards

Vizzari *****

OGGETTO : Richiesta chiusura definitiva account e rimborso per ritardo

Buongiorno,

con la presente desidero formalizzare la mia contestazione in merito alla gestione della richiesta di chiusura definitiva del mio account.

In data 19 Aprile 2026 ho inviato una richiesta esplicita di cancellazione/blocco definitivo del mio account. Tuttavia, ho ricevuto riscontro solo dopo circa una settimana e, successivamente, ulteriori comunicazioni che apparivano orientate a dissuadermi dalla chiusura, anziché procedere con la mia richiesta.

Nonostante numerosi solleciti da parte mia, la procedura si è protratta per oltre due settimane prima di giungere quasi a conclusione.

Ritengo che una richiesta di questo tipo debba essere gestita in modo tempestivo e senza ritardi ingiustificati. Alla luce di ciò, considero il tempo intercorso dalla mia prima comunicazione come non conforme a una corretta gestione del servizio.

Per questo motivo, richiedo formalmente il rimborso delle somme eventualmente perse nel periodo compreso tra la mia prima richiesta di chiusura e l’effettiva esecuzione della stessa.

Qualora non si giungesse a una risoluzione soddisfacente della questione, mi vedrò costretto a tutelare i miei diritti nelle sedi opportune, avvalendomi anche del supporto del mio legale.

Resto in attesa di un vostro riscontro tempestivo.

Cordiali saluti

Vizzari *****

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Dear Maurizio84,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I sent the photos to your email.

I'd like to clarify one thing, however: I've had self-exclusion active on all online platforms for almost four months, and because of this, I can't access any gaming sites.

For this reason, I'm not sure how I can still access or play on your site. Something isn't quite right, and I'd like to understand the situation better.

I look forward to hearing from you.

Ho inviato le foto alla vostra email.

Vorrei però chiarire una cosa: ho un’autoesclusione attiva su tutte le piattaforme online da quasi 4 mesi e, proprio per questo, non riesco ad accedere a nessun sito di gioco.

Per questo motivo non mi è chiaro come sia possibile che sul vostro sito io riesca comunque ad accedere o giocare. C’è qualcosa che non mi torna e vorrei capire meglio la situazione.

Resto in attesa di un vostro riscontro.

Thanks for your reply and the information shared via email.

Please allow me to ask you further questions.

• Have you provided any reason to the casino when requesting account closure?
• Have you unsubscribed from the casino's marketing communication?
• Have you opted for the self-exclusion option found directly in your account at any point, as the support suggested? Which self-exclusion option have you chosen in this online casino and when?

Looking forward to your reply.

Thanks anyway too long

Grazie lo stesso troppo alle lunghe

Thanks anyway too long

Grazie lo stesso troppo alle lunghe

Thanks for your reply.

After careful consideration, we will now close your complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.