FestivalPlay Casino - Spieler wünscht Hilfe bei der Kontoschließung.

Hello. Perhaps you can help me.

I've reported to Festivalplays several times that I'm having problems with the game and have tried to have my account closed. This was only done for 30 days, not indefinitely as I wanted. Perhaps you can help me achieve this.

I just sent another email asking Festivalplay to close my account, but it always takes forever. Maybe it'll be faster with you guys.

I don't want a refund. I just want the account closed.

Guten Tag. Vielleicht können Sie mir helfen.

Ich habe bei Festivalplays schon öfter angegeben, dass ich Spielprobleme habe und habe versucht Mein Konto schließen zu lassen. Dies wurde wenn dann nur für 30Tage gemacht und nicht so wie ich wollte für unbestimmte Zeit. Vielleicht könnt Ihr mir helfen, das zu erreichen.

Ich habe jetzt gerade wieder eine Email geschickt dass Festivalplay meinen Account schließen soll aber das dauert immer ewig. Vielleicht geht es mit euch schneller.

Ich will kein Geld retour. Ich will einfach nur den Account geschlossen haben.

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Dear Richard9366,

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

Dear Richard9366,

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,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Richard9366. We would like to give this case one more opportunity to be resolved and help both parties reach a satisfactory conclusion.

Thank you for your email.

Please forward me the original email containing your self-exclusion request in .eml format, along with the casino's responses, at veronika.f@casino.guru. Unfortunately, the screenshot you provided is not sufficient for us to properly investigate the matter.

Also, please specify when the casino last communicated with you regarding the closure of your account and what information they provided.

Have you tried contacting the casino through any other communication channels besides email? If so, please let me know which channels you used and whether you received any response.

Thank you for your cooperation.

Dear Richard9366,

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,
Veronika
Casino.Guru