Evolve Bets Casino - O pedido de encerramento da conta do jogador está atrasado.

The casino simply refuses to close my account. I requested it several times, but I only receive automated responses. I also demand them to refund my deposits that have been made because it was made clear that I do this because of a gambling problem. They have my bank details to refund.

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Dear Debonaire93,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience.

To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino may attempt to retain the player by offering bonuses or other advantages.

On the other hand, self-exclusion due to a gambling problem carries significantly greater responsibilities. When a player clearly informs the casino about a gambling problem and requests self-exclusion, we expect the casino to take appropriate measures to prevent further gambling.

Could you please clarify the following:

• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?
• When did you first request self-exclusion and clearly inform the casino that the reason was a gambling problem?
• Did you make any further deposits after informing the casino about your gambling problem?
• Have you received any personal response from the casino regarding your self-exclusion requests, or only automated messages?

Please also forward all relevant self-exclusion requests and communication with the casino to karla.m@casino.guru, especially the messages where you clearly mentioned your gambling problem.

Thank you very much for your cooperation.

Karla M.

Dear Debonaire93,

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,
Karla
Casino.Guru