Buumi Casino - Solicitação de encerramento da conta do jogador ignorada.

On August 7, 2022, I sent an email asking that my Game Account be closed. However, it was not taken into account and the game has been successful until today. I just sent a message to chat customer service about this and asked for a refund for at least part of the deposits, but suddenly I was logged out and I can't log in anymore. I demand a refund when the responsible gaming section says that the game account can be closed at any time by sending an email. However, this did not happen to me.

Olen 7.8.2022 lähettänyt sähköpostin missä pyydän että pelitilini suljetaan. Sitä ei kuitenkaan huomioitu ja pelaaminen on onnistunut tähän päivään saakka. Laitoin äsken chat asiakaspalvelussa tästä viestiä ja pyysin hyvitystä edes osasta talletuksia mutta yhtäkkiä minut kirjattiin ulos enkä pääse enää kirjautumaan sisään. Vaadin hyvitystä kun vastuullisen pelaamisen osiossa sanotaan että pelitilin voi sulkea koska vaan lähettämällä sähköpostia. Näin ei kuitenkaan kohdallani käynyt.

Dear ertsu91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent you an email 🙂

Laitoin sinulle sähköpostia 🙂

Player's forwarded picture:

Dear ertsu91,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Buumi Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@buumi.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.

Could you please advise if you received any emails from the casino since August 2022? Have you tried to contact them again when your account wasn't blocked immediately?

Thank you in advance.

Dear ertsu91,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.