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The casino automatically reopened my player account after I requested its permanent closure due to gambling addiction. This is a dishonest and unfair practice that exploits the vulnerabilities of addicted gamblers. I want my account to be kept closed as per my request. Thank you

O casino reabriu automaticamente a minha conta de jogador depois de eu ter solicitado o encerramento definitivo da mesma, devido ao vício do jogo. É uma prática desonesta e desleal que explora as vulnerabilidades dos jogadores viciados. Pretendo que a minha conta seja mantida encerrada conforme a minha solicitação. Obrigado

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Dear tomahawkxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@bigclash.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• When exactly did you request the permanent closure of your account?
• Do you have any confirmation or acknowledgment from the casino regarding your account closure request?
• Have you clearly informed the casino that you want a permanent self-exclusion? If so, could you please forward the account closure requests you sent to the casino to my email address at petra.h@casino.guru?

Thank you very much in advance for your cooperation.

Best regards,

Petra

Dear tomahawk,

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 don't have the receipt because I deleted the emails after the account was closed, but I'm sure the casino has the receipts. This is the third time I've asked for the account to be closed after it was reopened twice without my request. I don't have to keep asking them to close the account every time they decide to reopen it.

Eu não tenho o comprovativo porque apaguei os emails depois da conta ser encerrada, mas certamente que o casino tem os comprovativos. É a terceira vez que solicitei o encerramento da conta após esta ter sido reaberta por duas vezes sem a minha solicitação. Eu não tenho de andar sempre a pedir para encerrarem a conta cada vez que decidem reabri-la.

Thank you for your reply and for providing the previous details, tomahawk.

Please understand that it is necessary for us as a mediator that you always keep a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

• Have you clearly informed the casino about your gambling problem? Could you forward me your account closure requests you sent to the casino?
• Have you had any communication with the casino since your account was reopened?
• Could you provide any additional communication you’ve had with the casino? This can include screenshots, emails, or chat records.

You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

Dear tomahawk,

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,
Petra
Casino.Guru