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I've been waiting for almost a month for a reply to my emails so I can cancel my account. They don't answer my emails. I've lost a lot of money because I can't deactivate my account. I send them emails, but they don't answer. The agents reply. They say they'll send the request to the department. And nothing. I've been like this for over three weeks and sent 14 emails.

Casi un mes esperando a que me contesten a los correos . Para poder dar de baja la cuenta. No me contestan a los correos. He perdido mucho dinero porque no puedo desactivar la cuenta. Les mando correos y no. Contestan los agentes. Dicen que mandan la solicitud al departamento . Y nada . Así llevo más de 3 semanas y 14 correos mandados

Dear edu24mc,

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 problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear edu24mc,

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.

I sent a self-exclusion request to support again, and they've still not received any response. In this case, they haven't processed a withdrawal. 35 hours after cashing in and processing it. They haven't done so. When they process withdrawals, they've taken way too long, every 24 hours. And they know I can't play. They let it go until I spent it.

Volví a mandar autoexclusión al soporte siguen sin dar señales de vida. En este caso no han cumplido con el procesamiento de un. Retiro . 35h después de cobrar uno y procesarlo . No lo han hecho . Cuando los retiros los procesad. De 24h en 24h han demorado de más . Y sabiendo que no puedo jugar. Lo an dejado correr hasta que me lo e gastado.

Thank you for your reply, edu24mc. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear edu24mc,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru