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I asked for account closure via chat, and they told me to send an email.

The email was sent on the 01/06, and until now, there's been no response.

This morning, I again asked via chat to close the account, they told me to send an email. I explained that I had already sent the email two months ago, they told me to send the email and then blocked the chat. I tried to re-enter the chat, but it was blocked and all they do is send me emails and text messages about bonuses to lure me into playing.

It's reportable

chiedo la chiusura del conto in chat, e mi dicono di mandare un’email.

email inviata il giorno 01/06 , ad oggi nessuna risposta.

Questa mattina chiedo nuovamente in chat di chiudere il conto, mi dicono di inviare un’email, spiego che io l’email l’ho già inviata 2 mesi fa, mi rispondono di mandare l’email e mi bloccato la chat. Riprovo ad entrare nella chat, risultato chat bloccata e loro non fanno altro che mandarmi email e messaggi sul cellulare di bonus per portarmi a giocare.

Da denuncia

Dear fmart1243,

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 a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Dear fmart1243,

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.

Thank you, fmart1243, for your reply. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Casino Intense,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@casinointense.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Dear fmart1243,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.