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Subject: Complaint about casino refusing to close my account

Dear Casino Guru,

I would like to submit a complaint about a casino that is not closing my account despite my clear request to do so.

I contacted the casino and explicitly asked them to close my account. Instead of closing it, they continued communicating with me and kept my account available. I have repeatedly made it clear that I want my account closed and that I do not want to continue using the casino.

I am concerned because keeping my account open gives me the opportunity to continue depositing and losing money. I believe my request to close the account should have been handled promptly rather than keeping me waiting.

I would like Casino Guru to review this situation and determine whether the casino has followed the appropriate responsible-gambling and account-closure procedures.

I can provide screenshots of my conversations with the casino, including my requests to close the account and their responses.

Thank you for looking into my complaint.

Kind regards,

Mustafa G.

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Dear Mgur79,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mgur79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika