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Hello.

On November 20, 2022, I requested via chat and email to close my account due to my gambling addiction, and I explicitly asked for it not to be reopened even if I requested it. A few days later, the account was reopened, and I lost the first 300 euros.

I requested the closure again.

A few days ago (October 6), the account was reactivated, and I deposited 200 euros. I contacted both chat and email to explain my gambling problems once more. That same day, I was unable to access the account anymore.

Today, October 8, I received emails and SMS messages offering me free bonuses and spins. I reactivated my account and lost another 375 euros.

At this moment, the account is still open, and I am making an enormous effort not to gamble.

I have proof of all the emails I sent explaining my gambling addiction and requesting a permanent closure.

Thank you for your time.

Hola.

El 20 de noviembre de 2022, solicité por chat y por correo el cierre de mi cuenta debido a mi adicción al juego y pedí, expresamente, que no se abriese aunque lo solicitase. Pocos días después, la cuenta se reabrió y perdí los primeros 300 euros.

Volví a solicitar el cierre.

Hace unos días ( 6 de octubre), la cuenta se volvió a reactivar y deposité 200 euros. Volví a contactar con el chat y el correo para explicar, otra vez, mis problemas con el juego. Ese mismo día ya no puedo acceder a la cuenta.

Hoy, 8 de octubre, me envían correos y sms ofreciéndome bonos y spins gratuitos, reactivo mi cuenta y vuelvo a perder 375 euros.

En este momento la cuenta sigue abierta y yo estoy haciendo in esfuerzo sobrehumano por no apostar.

Tengo pruebas de todos los correos que envié explicando la adicción al juego y solicitando el cierre definitivo.

gracias por vuestro tiempo

Dear juliobit8,

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 the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

Hello Dominika.

Thank you for your time.

I just forwarded the emails to you.

One from 2022, where I explain my gambling addiction and request the permanent closure of my account.

Another one from a few days ago where I demand the same thing, and the last one, from this morning, with the transcription of the chat in which I ask that my account be closed due to my addiction.

My account is still open.

Thank you

Hola Dominika.

Gracias por tu tiempo.

Acabo de reenviarte los correos.

Uno de 2022, donde explico mi adicción al juego y solicito el cierre permanente de ma cuenta.

Otro de hace unos días donde exijo lo mismo, y el último, de hoy por la mañana, con la transcripción del chat en el que pido que se cierre mi cuenta por mi adicción.

Mi cuenta sigue abierta.

Gracias

Hello.

These days I have received confirmation from the casino that my account has been self-excluded. However, they have not responded to my request for a refund of deposits after the first self-exclusion request.

Thank you

Hola.

Estos días he recibido la confirmación, por parte del casino, que mi cuenta ha sido autoexcluída. Sin embargo no han respondido a mi solicitud de devolución de los depósitos posteriores a la primera solicitud de autoexclusión.

Gracias

Dear juliobit8, did you request self-exclusion by email on October 6th and then follow up via live chat on October 9th?

When exactly was your account closed after this request?

Also, have you received any response to the self-exclusion request you submitted in November 2022?

Hello Dominika.

1. Indeed. On October 6th I requested the closure by chat and by email. Since they take a long time to close it, on the 9th I insisted again that they close it.
2. On October 11th I received an email informing me that my account had been closed.
3. In November 2022 I did not receive a confirmation email but the account was closed. In fact, to reactivate it, they told me that the responsible gaming department must review the case and establish a reflection period. (I am forwarding that email to you). On the following occasions, it was enough to contact the chat to reactivate the account (without a reflection period).

Thank you

Hola Dominika.

1. Efectivamente. El 6 de octubre solicito por chat y por correo el cierre. Como tardan en cerrarla, el día 9 vuelvo a insistir para que la cierren.
2. El 11 de octubre recibo un correo en el que me informan que mi cuenta se ha cerrado
3. En noviembre de 2022 no recibo correo de confirmación pero la cuenta se cierra. De hecho para reactivarla me dicen que el departamento de juego responsable debe revisar el caso y establecer un periodo de reflexión. ( te reenvío ese correo). En las siguientes ocasiones bastó con contactar por el chat para reactivar la cuenta ( sin periodo de reflexión)

Gracias

Thank you very much, juliobit8, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.