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I have a gambling addiction, am trying to quit and have asked several times to close my account.

At this request I was offered a cash bonus, so as to push me not to cancel and later I played thousands of euros. Every time I asked to close my account they offered me a bonus and I always relapsed.

Do you know if this move is allowed or if it is possible to ask for a refund?

Gambling is a disease, it is absurd that by asking to remove an account they offer you bonuses to keep you from leaving.

Ho il vizio del gioco, sto cercando di smettere e ho chiesto varie volte di chiudere il mio account.

A tale richiesta mi è stato proposto un bonus cash, così da spingermi a non cancellarmi e in seguito ho giocato migliaia di euro. Ogni volta che chiedevo di chiudere l'account mi hanno proposto un bonus e ci sono sempre ricaduto.

Sapete se tale mossa é consentita o se è possibile chiedere un rimborso?

Il gioco é una malattia, é assurdo che chiedendo di rimuovere un account ti propongano bonus per non farti andare via.

Dear massikk,

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. This option works as a protection for players with gambling problems. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s 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? 

Thank you very much in advance.

Best regards,

Kristina

Is there self-exclusion from curacao casinos? They all make a fuss about closing accounts. Who requires account verification, who offers bonuses .. I have to stop playing

Esiste l auto esclusione dai casino di curacao? Fanno tutti storie a chiudere gli account. Chi richiede la verifica del conto, chi offre bonus.. devo smettere di giocare

Thank you for your reply and email, massikk. I am sorry, but small winnings and no bonuses are not a valid reason for us to proceed with this complaint as failed self-exclusion. Unfortunately, based on the provided evidence we cannot ask for a deposit refund.

If there is any other message that you have sent to the casino, please forward it to me, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear massikk,

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

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.