Tonplay Casino - O pedido de exclusão da conta do jogador foi ignorado.

I've asked them several times to delete my account at this casino, but they won't do it.

After making the request, I ended up depositing and spending €1,500 because of my gambling addiction.

I’m attaching screenshots of my requests—they’re more than obvious!

This casino takes advantage of players’ addiction!

Já pedi várias vezes para me apagarem a conta deste Casino e não apagam.

depois de já ter pedido já depositei e gastei 1500€ devido ao meu vício no jogo.

anexo prints dos meus pedidos mais do que óbvios!

este casino aproveita se do vício dos jogadores!

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Dear Dezanove19,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"HOW WE CAN HELP

We advise all players who are concerned about their gambling behavior to take a break by excluding themselves from their gaming account. Self-exclusion will lock your account for a minimum of 6 months and no promotional material will be sent.

Contact our experienced Customer Support team via email support@tonplay.com at any time to request this and they will kindly assist you. A 7 day cooling off period is also available. We recommend that you contact all other gambling sites where you have an account and request self-exclusion there also."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, of course, I've requested self-exclusion many, many times!

Sim claro, pedi várias várias vezes a autoexclusao !

I'm just sending a few screenshots. When this casino finds out we're addicted—even when we tell them and ask to self-exclude—they do it on purpose to keep our account open so we'll keep depositing and spending.

Envio apenas alguns prints. Este casino quando sabe que somos viciados é o dizemos e pedimos a autoexclusao fazem de propósito para manter a conta aberta e continuarmos a depositar e a gastar.

Dear Dezanove19,

Thank you very much for your clarification.

Since you confirmed that you also requested self-exclusion via email, could you please send me a copy of the original self-exclusion request you sent to support@tonplay.com, including the date it was sent and any response you received from the casino?

Please forward the relevant email communication to karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.