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The casino won't stop spamming me with emails, even though I've been asking for months and they always promise to remove me from the mailing list. So I closed my account because I thought this would stop the emails. But now they've reopened my account without asking me!

Casino ei lopeta sähköposteilla spämmäämistä, vaikka olen kuukausien ajan tätä pyytänyt ja lupaavat aina vain että minut poistetaan postituslistalta. Tämän vuoksi suljin pelitilin, koska luulin että tämä lopettaisi viestien tulemisen. Mutta he ovat nyt avanneet tilini uudelleen, minulta kysymättä!

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Dear Ferox86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Hi. I don't think you can force them to close my account. I'm more wondering if you have any instructions on how to legally or some other law to get them to stop sending emails and close my account. They won't just close it for 3 months. And doesn't the responsible gaming guidelines say that the account can be closed permanently?

Hei. En oleta että te voisitte pakottaa heitä sulkemaan tilini. Enemmän mietin onko teillä antaa ohjeita, että voiko vaikka lakiteitse tai johonkin lakiin vedota että lopettaisivat lähettämästä sähköposteja sekä sulkisivat tilini. Eivät suostu sulkemaan sen vain 3kk ajaksi. Eikä vastuullisen pelaamisen ohjeistukseen kuulu, että tili voidaan sulkea lopullisesti?

Dear Ferox86,

Thank you very much for your reply.

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).

For this reason, casinos can only be held responsible for the closure of player accounts if concerns related to gambling problems are communicated. Could you please specify the reason for closing your account?

Thank you for your understanding.

Best regards,

Attila

Dear Ferox86,

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