Aguarde 1 mês para chegar a um acordo com o cassino.

Okay, today I'll tell you what happened to me here with a very high-end casino. I requested account closure on December 12th, and six minutes later the casino replied that my account was officially closed. The next day, I received an SMS from this same casino, Malina Casino, with advertising. It seemed strange to me; yesterday they officially confirmed the account closure, and today they're sending me advertising. I clicked on the link, and it turned out my account was still open, just like the first day. Due to a lack of control, I played until I lost approximately 800 euros. I asked the casino for an explanation, and they closed my account without giving me any. After a month of waiting here with a complaint in progress, they closed it again because supposedly the casino was right. What's the point of filing a complaint when the matter is so clear-cut and they resolve it like this?

Bien hoy contaré lo que me pasó aquí con un casino de categoría muy alta, resulta que pedí el cierre de cuenta vamos a imaginar el 12 de diciembre y 6 minutos más tarde el casino me responde que mi cuenta estaba cerrada oficialmente, al siguiente día me llega un SMS de este mismo casino que es Malina casino con publicidad, se me hace raro ayer me confirmaron oficialmente el cierre de cuenta y hoy me envían publicidad, entro en el enlace y resulta que mi cuenta seguía abierta como el primer día, por falta de control juego hasta perder 800 euros aproximadamente y le pido explicaciones al casino porque hicieron eso a lo que me cierran la cuenta para no darme explicaciones, después de un mes de espera aquí con una queja en curso me lo cierran porque supuestamente el casino tiene razón, de qué sirve presentar una queja cuando un asunto es tan claro y que lo resuelvan así??

And the worst part is that Casino Guru marks these complaints as resolved when all they do is solve the casino's problem for half price.

Y lo peor de todo es que casino gurú da estas quejas como resueltas cuando lo único que hacen es resolverle el problema al casino a mitad de precio

Even though I'm sorry for this whole situation, our complaint team acted according to our guidelines and investigated the whole matter thoroughly. You need to know that we deal with hundreds of complaints every day, and it is not possible to take care of your complaint only, and that is why the timer tells you exactly what is happening.

Unfortunately, also the holidays were in the middle, and usually there are not many employees working during this time. which is absolutely normal, I believe.

It was all explained to you by Katarina in your complaint, and it is standard in most online casinos that they need a few days to proceed with the account closure. We surely would be happier if it could be faster and accounts were closed right away, but unfortunately it is not always possible.

Just one question, please. You said that the casino informed you that the account is closed and then sent you some promotional email, right? Do you have some proof of this, perhaps? I couldn't find it in your complaint, and you did not mention anything about it in the complaints thread either. 🤔

Yes, exactly. They confirmed that my account was officially closed, and I went to sleep peacefully. The next day, I received an advertisement for their casino, so I went to investigate and found it was indeed open. I even spent 800 CHF because I couldn't control my urge to gamble. That's why I'm complaining; I think it's perfectly justified. I'm sending you the evidence right now.

Exactamente si, me confirmó que mi cuenta estaba oficialmente cerrada y me quedé dormido tranquilamente y al día siguiente recibí publicidad de su casino fui a investigar y efectivamente estaba abierta y pude gastar aún 800 chf por no poder controlar las ganas de jugar, de ahí mi queja creo que tiene toda la lógica del mundo, le envío Ahoramismo las pruebas

This is really my complaint about this casino.

esta es realmente mi queja con este casino

There's the proof.

Ahí están las pruebas

I hope you can help me because this case is very easy to resolve. This is a huge violation of the law, a deception and abuse of a person with problems.

Espero que puedan ayudarme porque este caso es facilísimo de resolver esto es una falta enorme a las leyes un engaño y abuso de persona con problemas

If you're not going to do anything, just keep going and let's get this over with. I'm getting tired of coming here to see if anyone's saying anything, and days and days go by and you never say a word. I think I'm going to tell you all to go to hell very soon.

Si no vais a hacer nada síganlo y acabemos con esto que ya me cae pesado entrar aquí para ver si alguien dice algo y pasan días y días y nunca decís nada, pienso que os voy enviar a la mierda en muy poco tiempo más

There is no need for such abuse from your side, in my opinion.

I already contacted my colleague regarding your case, and our complaint team is looking at it again. Please stay patient. Could you?