Coins.Game Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

I requested my account to be closed for self exclusion in the live chat and was directed to email.

i then had to send a very personal thing which was a selfie with a form ID showing.

i did both of these and they still kept my account open.

even after 5 requests were made.

I have a problem they allowed me to deposit an extra $2000 after my requested and sending through my selfie.

I know this complaint will never result me in getting a refund, but it makes me sick the lack of empathy and care these casinos operate with.

people have families jobs bills and they just simply to not care.

all I want is for someone to care and at least a reduction on there score with casino guru.

they need to learn that when someone wants to be self excluded not to ignore it.

i even asked in email hey is my account still open?

and they say yes please you can deposit more.

like where is the care?

please do something about this with there review or score at least people can see they do not care about players.

Dear wcqm6bgghc,

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 problems).

Could you please specify the reason for closing your account? If you saved any other self-exclusion requests, please forward them to me. My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear wcqm6bgghc,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru