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I asked them to close my account because I had completely lost control. Due to significant losses, I had no choice; they closed it for a week when I told them to close it permanently. After that, they didn't listen to me and kept sending me offers since I was level 5. As a result, I lost another $30,000, and with each loss, I asked them to close my account, but they wouldn't. I told them I would kill myself if they left it open, and finally, they closed it. I would like to know my rights in this situation.

j'avais demander de fermer mon compte car je n'avais plus aucun contrôle .et du a des pertes importantes je n'avais pas le choix ils ont fermer pour 1 semaine quand je leur avais dit de le fermer à vie ... donc après ça il ne m'écoutait pas et continuait m'envoyer des offres étant donner que je suis niveau 5. résultats j'ai reperdu un 30 000 dollars et a chaque perte je leur demandais de fermer mon compter et il ne le faisait pas .... je leur ai dit que j'allais me suicider si il le laissait ouvert et là finalement il l'ont fermer j'aimerais connaître mes droits dns ca?

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Dear davidtuna,

Thank you for taking the time to submit your complaint. I sincerely regret learning about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please clarify whether you informed the casino about your struggles before losing those $30,000? Please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru.

Thank you very much for your cooperation.

Best regards,

Kristina

I requested a self-exclusion because I was no longer managing the account, and I repeatedly asked them to shut everything down so I couldn't play anymore. What are my options?

j'ai demandé un auto exclusion car je ne gérais plus et je leu ai mentionner a maintes reprises de tout fermer pour que je ne puisse plus jouer. Quels sont mes recours ?

Thank you very much for your reply, davidtuna. Could you please forward the self-exclusion requests to kristina.s@casino.guru? Also, when exactly was your account closed? Thank you for your cooperation

Dear davidtuna,

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,
Kristina
Casino.Guru