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I requested my account be closed on 18th December and several times since and had no response.

I have a problem with compulsive gaming and have lost a fair amount of money (approx £4000 since my request to close the account). They are just ignoring my requests.

Dear Jess,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for the account closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions on the website, and this is what I found https://24mcasino.com/templates/company/responsible_gaming:

„Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at 24monaco.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

https://24mcasino.com/templates/company/terms_and_conditions

"Self exclude or Timeout - We will only reply to emails sent to support@24monaco.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Additional comments from the player:

"Hi there,

Unfortunately I do not have screenshots of the requests I sent as they were sent via their 'live chat' option which is an email facility not live chat.

Is it not law for a casino operating in the UK to have all responsible gambling tools easily available to protect customers? Including options such as deposit limits and self exclusion. 

These options are not available for customers to set themselves which does not protect the customer at all. 

Many thanks 

Jess"

Dear Jess,

If you would like to self-exclude yourself from the casino, I would recommend sending an email to support@24monaco.com

stating a reason (yes, the gambling problem is the most relevant one) and a period for which you wish to be self-excluded.

I would always suggest contacting the casino by email, stating all the important information.

Sending an email is the best way to request account closure or self-exclusion as you follow the terms and conditions, and, most importantly, you have a proof of such action.

Please keep me informed about any developments. 

Dear Jess,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.