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Hi there,

I keep sending emails asking to close my account on permanent basis as I have a gambling problem. I receive the same reply all the time saying my account will be closed for 30 days only.

They do not follow my request where I have a right to close my account, just being ignored. I am still able to login to my account. I do not have any idea what else I could do. Maybe you will be able to help me out.

Regards,

Izabela

Dear Izabela,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problems).

Do I understand correctly that you still have access to your account? Is there any account closure request other than those you attached to this complaint? If yes, please forward them to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

My account is still active and I am able to login like I have done it yesterday.

I have contacted them many times that I want to self exclude my account but they did not reply to my messages at all. The only way you can contact them is to leave a message on their website and wait if they respond or not. They choose which messages they will reply to.

So I started to ask them for normal account closure but that do not seem to work either.

I have sent you all the emails I had from my conversations with them.

Kind regards,

Izabela

Thank you very much for your emails, Izabela. Did you make any successful deposits after your account closure request in October? If yes, could you please post here your cashier/deposit history (if possible)?

Hi Kristina,

Yes. I did make successful deposits since October and I have lost a lot of money since then. Below I am enclosing screenshots of my transactions.

Kind regards,

Izabela

Thank you very much Izabela for your cooperation so far. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Kristina,

Thank you.

Hello Izabela.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi there,

Is there anything else I could do if they do not respond?

Kind regards,

Izabela

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Izabela.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Unfortunately, the casino is an unlicensed operator with a very bad reputation on our site. In the future, I highly recommend you to choose the licensed brand with at least a very good reputation on our site. You may avoid similar problems, but also in case of any problem, the resolution would have a much bigger chance of success.

Be aware that this complaint will affect their reputation on our website. You can contact me at my email address, I can recommend you possible further steps.

Best regards, Jozef

jozef.k@casino.guru