Satoshi Hero Casino - O pedido de encerramento da conta do jogador está atrasado.

Hi, I want to complain about this Casino.

I feel so bad because of this Casino, I have tried several times to close my account because of my gambling addiction, but they come up with lots of explanations that if I close my account I can't take advantage of their bonuses again.

They give me Free Spins every time I want to close my account,

and I've only lost a whole lot at this Casino.

I also want a full refund because I have stated several times that I have a gambling addiction.

I don't know what to do.

Please help me!

Hej, jag vill klaga på detta Kasinot.

Jag mår så dåligt på grund av detta Kasinot, jag har flera gånger försökt att stänga av mitt konto på grund av mitt spelmissbruk, men dom kommer med massor av förklaringar att om jag stänger mitt konto så kan jag inte ta del av deras bonusar igen.

Dom ger mig Free Spins varje gång jag vill stänga mitt konto,

och jag har bara förlorat en hel på detta Kasino.

Jag vill också ha en full återbetalning på grund att jag har sagt flera gånger att jag har spelmissbruk.

Jag vet inte hur jag ska göra.

Snälla hjälp mig!

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion policy and I found this:

Requests made via our Chat function will not be processed, and you will be directed to our customer support email service.

Upon receiving an email request for account closure, the requested account and any linked accounts will enter a 24-hour cooling-off period, disabling all gambling activity. After this period, while the accounts remain closed, a customer support agent will inform you of the available self-exclusion periods: 1 week, 1 month, 6 months, and permanent self-exclusions. No variation to these time periods is allowed. To proceed, an email response from you will be required. If we do not receive a response within 24 hours, your account will be reopened and confirmed via email.

During a self-exclusion period, you are not permitted to maintain any balance in your account. Access to your account for withdrawals will be restricted during the self-exclusion period. If your account affected by self-exclusion has active bets, the Cash Out function will be applied upon self-exclusion confirmation. Bets will not be voided, and stakes will not be returned or remain active during the self-exclusion period. After self-exclusion, bets will not be reinstated. While self-excluded, you are ineligible for benefits, bonuses, or reloads.

Have you ever requested self-exclusion by sending an email? Please forward me the account closure requests that you sent to the casino. 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SwordLink,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina

We’ve reopened this complaint at the request of SwordLink. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

SwordLink, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly your account was reopened?
• Do you currently have access to it?
• Did you make any deposits after your account was reopened?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance.

Dear SwordLink,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SwordLink,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina