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They do not process the self-exclusion of their clients, leaving players with a gaming disorder exposed.

No tramitan la autoexclusion de sus clientes dejando expuestos a jugadores con trastorno del juego.

Dear Roberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their assistance, but, before we do that, please could you forward me the requests which you have sent to the casino? My email address is kristina.s@casino.guru.

Additionally, I would like to know, if you made some deposits after you requested your account closure. If yes, could you please forward me deposit receipts made after a self-exclusion request? I believe we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, I just sent the documentation that you requested. a greeting

Hola Kristina, acabo de enviar la documentación que me has solicitado. Un saludo

Thank you very much Roberto for your reply and emails. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, I hope it is so. a greeting

Gracias, espero que sea así. Un saludo

I'm still waiting for a response from Vegas plus. The account is still active.

Sigo esperando respuesta de Vegas plus. La cuenta sigue activa.

Dear Robero,

We have just finished with the investigation. Unfortunately, we are sorry to inform you but we are forced to reject your case. You provided us with the e-mail and we have relevant information that you have never mentioned in you request the gambling problem which is mandatory. If you disagree with our opinion, you can always contact the casino regulator.

I don't understand why I have to give an explanation to exclude myself. The law obliges you to do so if the account holder requests it without having to give any explanation and not go round and round to continue taking advantage of people. I just want you to close my account for good. You are not complying with the law.

No entiendo que tenga que dar una explicación para autoexcluirme. La ley os obliga a hacerlo si lo solicita el titular de la cuenta sin tener que dar explicación alguna y no dar vueltas y vueltas para seguir aprovechándose de la gente. Solo pretendo que me cerreis la cuenta definitivamente. No estáis cumpliendo la legalidad.