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

Hi, I have played at playregal casino, I have been a member there for about 8 months, unfortunately I have gambling problems. I have been able to deposit a lot of money in a short time and also received a lot of bonus money, I also have a VIP manager. The problem is that it is always difficult when you have decided to close your account, you do not get a response. I wrote in the chat on April 14 that I wanted to close my account and they referred to an email where I wrote that I wanted to close due to gambling problems, but nothing happened and since then I have continued to play and received a lot of bonuses. I have also written in an email to Amy my VIP that I cannot afford to lose more money and I have also written that I will soon go bankrupt but I have been able to continue playing oh deposited a lot of money. I decided about 2 weeks ago to write a complaint and demand my deposited money back, I have not even received an answer to that, but Amy my VIP replied today that as an adult I should know that if I request closure but continue to deposit money, the issue of closure disappears. I think they should have taken action or asked me about gambling problems because every day I wanted bonus money, said I lost too much, that I'm going bankrupt, that I have to win back and that I requested closure on April 14th due to gambling problems. I have also requested all my information and chat or email but Amy says they are no longer there

Hej , jag har spelat på playregal casino , jag har varit medlem där ca 8 mån , jag har tyvärr spel problem. Jag har kunnat sätta in massa pengar på kort tid och även fått massa bonus pengar, jag har även en VIP manager. Problemet är att det är alltid svårt när man har beslutat sig för att stänga sitt konto, man får inget svar. Jag skrev i chatten den 14 aprill att jag ville stänga mitt konto och dom hänvisade till en mail där jag skrev att jag ville stänga på grund av spel problem, men inget hände och sedan dess har jag fortsatt kunna spela och fått massa bonus. Jag har även skrivit i mail till Amy min VIP att jag inte har råd att förlora mer pengar och jag har också skrivit att jag snart blir bankrupt men jag har kunnat fortsätta spela o h satt in massa pengar. Jag beslutade för ca 2 veckor sedan att skriva ett klagomål och att kräva mina insatta pengar tillbaka , inte ens det har jag fått svar på, men Amy min VIP svarade idag att jag som vuxen borde veta att om jag begär stängning men fortsätter att sätta in pengar så försvinner frågan om stängning. Jag anser att dom borde ha gjort åtgärder eller frågat mig om spel problem då jag varje dag ville ha bonus pengar, sa att jag förlorade för mycket, att jag går bankrupt, att jag måste vinna tillbaka samt att jag begärde stängning 14 aprill på grund av spelproblem. Jag har även begärt ut all min information och chat o mail men Amy säger att de inte finns kvar

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Play Regal Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share with me the casino's responses to your self-exclusion requests? Kindly include the communication in which your concerns were dismissed since you continued to deposit in a format where the sender, the date, and the recipient are visible. (Forward the emails to me.) My email is tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?

If your account is currently open, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Play Regal Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send emails to support@playregals.com and your vip support agent (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello

I chatted with the casino on April 14th and wrote that I wanted to close my account because I can't afford to lose any more money and that I have a gambling problem. The chat said I should email an email that I received from the chat.

This is what I did. After a few days I deposited money and was able to continue playing until I wrote to support again about 8 days ago and asked why they allowed me to continue playing even though I requested closure for gambling problems on April 14. Then they closed my account.

I have also had very clear signs of a gambling problem and have also written in both chat and email to my VIP manager that I cannot afford to lose any more money and that I will soon be bankrupt, despite this I have continued to receive bonuses and deposit money. My VIP manager Amy said in an email when I brought it up that I am an adult and that they should not have to tell me what to do…

But I believe that the casino also has an obligation when you show signs of a gambling problem.

Then I requested my chat and email information according to GDPR, but my VIP manager says they don't have anything left as they changed the system a while ago.

Hej

Jag chattade med casinot den 14 aprill och skrev att jag ville stänga mitt konto för att jag inte har råd att förlora mer pengar och att jag har spelproblem, Chatten sa att jag skulle maila in till en e-post som jag fick av chatten.

detta gjorde jag. Efter nån dag så satte jag in pengar och kunde fortsätta med de fram till jag skrev till supporten igen för ca 8 dagar sedan och frågade varför dom tillåtit mig att fortsätta spela trots att jag begärt stängning för spelproblem den 14 aprill. Då stängde dom mitt konto.

jag har även haft väldigt tydliga tecken på spelproblem och även skrivit i både chat o mail till min VIP manager att jag inte har råd att förlora mer pengar och att jag snart är bankrupt, trots detta har jag fortsatt fått bonusar samt sätta in pengar. Min VIP manager Amy sa i ett Mail när jag tog upp det att jag är en vuxen människa och att dom inte ska behöva säga till mig vad jag ska göra…

men jag anser att casinot också har en skyldighet när man visar tecken på spelproblem.

sedan har jag begärt ut min chatt, mail information enligt gdpr, men min VIP manager säger att dom inte har något kvar då dom bytade system för ett tag sedan .

When I asked my VIP manager why they hadn't closed it, she said that if I continue to deposit money, the self-exclusion request will be canceled. And she said that I should know this as a long-time customer of the casino. But can they really ignore when you say you have a gambling problem?

När jag frågade min VIP manager varför dom inte hadde stängt det så sa hon att om jag fortsätter att sätta in pengar så avbryts förfrågan om självutesltande. Och hon sa att detta borde jag veta om som hadde varit kund i casinot länge. Men kan dom verkligen ignorera när man säger att man har spelproblem

Thanks for the explanation.

Have you contacted the casino with the proof of sending the self-exclusion request from April 14th?

Have you sent any emails to this email address before? Have you received any response from the email address at all? Could you please explain where the information about this email address comes from?

Hello

I got that address in the chat when I asked to close my account, then the person I was chatting with replied that I should email that email.

No, I haven't received any answer.

But they are really bad at responding to emails, I have asked them several times who is taking care of my complaint but no one answers me.

I have also asked for all my information chat, email conversation but they. Refuse and say they have changed the system so nothing is left.

Hej

jag fick den adressen i chatten när jag bad om att stänga mitt konto, då svarade den jag chattade med att jag skulle maila till den mailen.

Nej jag har inte fått något svar.

Men dom är jättedåliga på att svara på mail, jag har frågat dom flera ggr vem som tar hand om mitt klagomål men ingen svarar mig.

jag har även bett om all min information chat, mail konversation men dom. Vägrar och säger att dom har ändrat system så inget finns kvar.

I have the right under GDPR and data protection to get all my information.

Jag har rätt enligt gdpr och data protection att få ut all min information

Thanks for your reply.

I apologize; however, the email address where you sent the self-exclusion request in April is unfortunately clearly wrong, while the email address I mentioned is available in the self-exclusion section on the casino's website. Consequently, we can't conclude this is valid evidence of you disclosing your gambling issues to the casino.

• Could you please share any evidence where you disclosed your gambling issues to the casino?
• Has the casino closed your account already? When was it closed?
• When was the last time you were able to deposit?

Share the evidence with me at my email tomas@casino.guru

Hi

the problem here is that the casino Will not send me my information and Mail and chat history, and its in my chat history that i wanted to close my acount due to gamling problems and then they said for me to email to that adress in the chat. I have email them 10 times asking for all my information due to gdpr and data protection but they just igonred me.

i Can send you some evidente of me flaggning to my VIP manager Amy that i cant afford loosing more money and that im going bankrupt , thats what i wrote but yet she just ignored me and didnt Ask if i was ok playing.

They closed my acount when i made à complaint to the casino support day before i wrote to casino guro. They havent answered on anything more then that they cant send me my information due to they have changed the system in the casino

I apologize, however,

Without further evidence, there is nothing we can do. If you happen to recover relevant communication, don't hesitate to share it with me, and we'll try to assist you further. Sadly, from the information currently available, the complaint cannot proceed further and will be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.