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

I asked the casino many times to close my account. They close it for 1 day and they reopen it again. I kept asking them to close it and they didn’t until they told me to upload my documents in order to close my account!

i told them i want to close it immediately because i have gambling addiction. And they keep ignoring my request and asking me to verify the account first! It was working without verification and they keep it open in purpose without any help from the support.

i’m asking to get the amount of money i deposited back and close my account

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-Exclusion

If You are diagnosed with a gambling addiction or wish to stay away from gambling for another reason, we want to assist You in avoiding anything that may harm You. "Self-Exclusion" means that You voluntarily exclude Yourself from all gambling services. This exclusion cannot be undone for a set period of time. If You wish to self-exclude from gambling, please message our Support and specify a time span between 6 months and 5 years. They will also explain the next steps and what is required from You.

Please keep in mind that Self-Exclusion is permanent for the selected period and will not be undone for Your protection.

During Self-Exclusion, You are not allowed to create a new Account. Any attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in a permanent ban of Your original Account.

The Company will use reasonable efforts to enforce self-exclusion requests. However, You are solely responsible for ensuring compliance, and the Company shall not be liable for any losses or damages resulting from Your circumvention of self-exclusion measures.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear amoh04513,

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,
Attila
Casino.Guru