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I asked for closure on May 19th, they didn't close my account today I went back to play, I think I'm entitled to the money I played today back because they didn't accept my request and it's their fault I went back to play, I have all the proof

Ho chiesto la chiusura il 19 maggio, non mi hanno chiuso il conto oggi sono tornato a giocare, credo che mi spettano i soldi indietro quelli giocati oggi perché non hanno accolto la mia richiesta e per colpa loro sono tornato a giocare , ho tutte le prove tutte

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Dear Gianmichele,

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 kindly share the reason for your account closure? Additionally, 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 sent you everything by email. I had requested the closure of my account on May 19th. They also responded to me initially, then they asked me how long I wanted to close it for. I said for 5 years because that was the maximum I could choose. After my response, they never heard from me again and they didn't close my account. I wasn't the one who reopened the account after a possible closure. It's their fault I started gambling again. I want my compensation. The law provides for it.

Ti ho inviato tutto per email, io avevo chiesto la chiusura del conto il giorno 19 maggio mi hanno anche risposto all'inizio poi mi hanno chiesto per quanto tempo lo volessi chiudere e ho detto per 5 anni perché era il massimo che potevo scegliere, poi dalla mia risposta non si sono fatti più sentire e non mi hanno chiuso il conto, non sono stato io ad aprire nuovamente il conto dopo un eventuale chiusura, sono loro che non hanno accolto la mia richiesta e per colpa loro sono tornato a giocare, voglio il mio risarcimento la legge lo prevede

Please help me, they are not responding to me at all. Before writing to you here, I have been trying to contact them via email since yesterday, but they have not responded. They must answer for their damages if they take advantage of the fact that they do not operate on an Italian domain and that they use a Curacao license and they know full well that I cannot legally move from Italy. I do not want to move legally because it is useless, so I asked you for help. They do not deign to answer me. They have not closed my account at my request. If I want the account to be closed, I do not have to give explanations to anyone. I had expressly requested a closure for 5 years because I could choose a maximum of 5 years, as they wrote to me.

Per favore aiutami questi non mi rispondono proprio, io prima di scrivere qui a voi sto tentando da ieri a contattarli via e-mail ma non si fanno vivi, devono rispondere ai loro danni se ne approfittano che non operano su dominio italiano e che usano una licenza del curacao e sanno bene che per via legale non mi posso muovere dall Italia, io non mi voglio muovere per via legale perché è inutile perciò ho chiesto aiuto a voi, loro non mi degnano di una risposta, loro non hanno chiuso il mio conto su mia richiesta io se voglio la chiusura del conto non devo dare spiegazioni a nessuno avevo chiesto espressamente una chiusura per 5 anni perché potevo scegliere massimo 5 anni come mi hanno scritto loro

As proof I only have my emails from May 18th and 19th where I expressed the will to close the account and I have the proof of recharging the account made yesterday I only have that as proof and I think that is enough

Io come prova ho solo le mie e-mail del 18 e 19 maggio dove ho espresso la volontà di chiudere il conto e ho le prove di ricarica del conto fatte ieri ho solo quello come prova e penso che bastino

Ridiculous now they responded saying that they closed the account, obviously they didn't mention any refund, anyway it's not fair the account should have already been closed

Ridicoli ora hanno risposto dicendo che hanno chiuso il conto, ovviamente non hanno accennato nessuno rimborso, comunque non è giusto l'account doveva già essere chiuso

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gianmichele,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina