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The casino in question, despite numerous emails sent to customer service and multiple contacts via chat, refuses to close the account and delete my personal data. I have never received a response to any of the emails sent. Through chat, I once even specified that I have a pathological gambling problem, but this had no effect.

Il casino in questione, nonostante molte email inviate al servizio clienti e i molteplici contatti via chat rifiuta di chiudere l'account e di cancellare i miei dati personali. Non ho mai ricevuto un riscontro a tutte le email inviate. Via chat, in un' occasione ho anche specificato di avere un problema di gioco patologico ma questo non ha sortito nessun effetto.

Dear Oriuss, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you for your email. However, in the account closure request you sent me, you have not mentioned the reason why you wish to close your complaint. Do you have any email where you explicitly state that you wish to close your account (self-exclude) due to gambling addiction?

No, I never said it via email. I had mentioned it in a chat with an operator. I would like to point out that the chat operators tell you that to delete the account you have to send the email but no one ever responded to the numerous emails I sent, even if only to ask the reason for wanting to close the account.

No, via email non l' ho mai detto. L'avevo fatto presente in una chat con un operatore. Faccio presente che gli operatori via chat ti dicono che per eliminare l'account devi per forza inviare la mail ma alle mail numerose che ho mandato non ha mai risposto nessuno, fosse anche solo per chiedere il motivo per voler chiudere l'account

Do you have any screenshots or transcripts from your chats with customer support where you mentioned a gambling problem and requested to be self-excluded?

Dear Oriuss,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.