Hexabet Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

Despite my request, my account has not been closed, even when I specify that it should be closed due to gambling addiction! Unprofessional!

Trotz Aufforderung wird mein Konto nicht geschlossen, auch nicht dann wenn man schreibt, soll wegen Spielsucht geschlossen werden!unseriös!

Dear justi777, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? Kindly include the casino's responses as well. My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear justi777,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.