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Impossible to close my account because ignore my requests. No responsible gaming. No online chat

Dear celinecel,

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 with gambling problems).

• Could you please specify the reason for closing your account?
• Could you please explain what the disputed amount (€100) is referring to in this case?
• Would you be so kind as to forward me the account closure requests that you sent to the casino?

My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Dear celinecel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.