24slots Casino - Die Anfrage des Spielerkontos zur Löschung wird ignoriert.

I requested account deletion and closure in the chat and they keep bombarding me with questions about why and so on. I told them I've lost too much money recently and don't want to discuss it further, but they insist on helping me with my problem and say we should talk about it. What kind of lousy company is this? I waited a week for a small withdrawal and had to take a picture of my face with my ID next to it. Try doing that; it's not easy to get both in the picture and make the ID readable at the same time.

Ich habe im Chat eine Anfrage auf Kontolöschung und Sperrung gestellt und die stellen mir lauter Fragen, warum weshalb usw. Ich sagte ich habe zuviel verspielt in letzter Zeit und will nicht weiter darüber diskutieren und die bestehen einfach darauf dass die mir mit meinem Problem helfen und dass wir darüber reden sollten. Was ist das für ein Drecksverein? Für eine kleine Auszahlung habe ich 1 Woche gewartet und musste ein Bild von meinem Gesicht mit dem Ausweis nebendran machen. Versucht das mal, ist gar nicht so leicht beides im Bild zu bekommen und dabei den Ausweis lesbar im Bild zu bekommen.

Dear ImbaB,

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 problem).

Based on the description of events the casino seems to ask for the reason of your account closure to determine whether to enact the player protection or not.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested to unsubscribe from marketing communication of the casino?
• Is stopping to use the website a valid option for you?
• Is using a third-party tool to block your access to the website a valid option for you? https://de.casino.guru/verantwortungsvolles-spielen#apps-und-tools

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear ImbaB,

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.

It's true that I swore, and even more than has been claimed here, because it cannot be that a player submits a request to have his account deleted and blocked and, when asked by the employee, even states the reason for the blocking that he simply lost too much, and the employee then asks what the problem is and that the situation should be explained in more detail! I felt the last straw at that moment. I don't care whether the account has been deleted now, I won't use this site anymore after this behavior anyway and I advise others not to use it either, which is what I was trying to do in this post. Thank you very much for your help and your work, I really appreciate it.

Es stimmt das ich geflucht habe und sogar noch mehr wie hier behauptet wurde denn es kann nicht sein dass ein Spieler einen Antrag auf Kontolöschung und Sperrung stellt und auf Nachfrage vom Mirarbeiter sogar den Grund der Sperrung angibt dass er einfach zuviel verspielt hat und der Mitarbeiter fragt weiter was das Problem ist und dass man die Situation näher erklären sollte! Das Fass war bei mir in diesem Moment überfühlt. Ob das Konto jetzt gelöscht wurde ist mir egal, ich werde nach diesem Benehmen diese Seite eh nicht mehr benutzen und rate auch andere ab, worum es mir in diesem Beitrag auch ging. Vielen Dank für ihre Hilfe und Ihre Arbeit, das schätze ich sehr.

Thanks for your reply.

We believe the best player protection you can ask for from the casino directly is self-exclusion due to gambling problems. In such cases, if you inform the casino about struggling to control your gambling or having gambling problems, the casino should close your account permanently and reasonably protect you from ever playing there.

When it comes to self-exclusion you should also follow these recommendations:

Confirm Self-Exclusion with Casino

• Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.
• If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

Keep Proof of All Relevant Communication

• Keep records of all communication regarding your self-exclusion request.
• If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

Complete Verification Process (KYC)

• If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.
• This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

After considering the circumstances of your case, we'll close it. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.