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I’ve asked and asked this casino to close my account, I’ve told them I’ve a gambling problem and that’s not worked, I lied and said a minor is playing...this account is still open and is still letting me deposit I want my account closed and I’m seeking deposits back since I’ve been wanting to close account as have a problem and I’ve asked for account to be closed

Dear Bugjug,

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 me the emails or screenshots showing that you have sent requests for your 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 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

Yes for life, they have closed it within hrs of this, I’m now seeking a refund.

Dear Bugjug,

I’m happy to hear that your account has been closed already. Could you please forward the emails which you have sent to the casino requesting your account’s closure? Thank you in advance.

I sent all correspondence though chat which nobody ever answers, but if nobody is online you are able to send message as emails for some reason would not send, they must have record of this.

Bugjug, allow me to explain you what is the difference between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What player can do if she is unhappy in the casino: Close the account or self-exclude herself, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

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

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

Could you please specify if you have requested a self-exclusion or your account to be closed? Thank you.

I ask to self exclude due to prob

Thank you very much Bugjug for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Bugjug.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you

Hello.

Player account is closed already since the 3rd of June, not sure why the player keep opening complains..

here is the proof of the account closure. and the date of 3rd of june is on it.

regards.

Yes aware account has BEEN closed but why did it take several requests to close this..you closed the account the day I submitted complaint so please review this and I’d like you to review your decision on returning deposits due to this.

you have asked by chat to close your account, and we did it on the same minute.

theirfore no refund will be done.

you have played and enjoy. unfortunately you have lost, this is not reason to give you refund.

When you have asked to close your account we did it with immediate effect.

Also i cant see why you came here to open complaint at the 5th when you know that two days before your account was closed already..

Regards ,

I asked for account to be closed in the first few days of opening!!

Best proof is that you account was closed already at the 3rd, and you have opened your message here only at the 5th.

Again your account was close on the same day you've asked for it. and you know that !

Regards.

I had been sending messages via chat for weeks (as live chat is never available) for some reason messages via email were blocked for some reason. I will have except you are not going to refund however I will be popping my experiences where I can. You’ve also not answered the question, are you registered to allow UK residents to deposit???? As I came across something that states you are not?? I am not lying that I had a few times tried to exclude but as it’s near in impossible to contact YOU where is the protection of players?

One of many emails that would not send

The proof of closure you’d send is not my email address either!! I’ll take another opportunity to ask for refund...very alarming !!! Hope all data is safe

Hello there,

Dear Bugjug.

Please, could you provide us with better picture, where it will be clearly visible that the requested was delivered?

Dear Casino Venetian team.

Please, could you provide us with the proofs supporting your claims, please?

For some reason I was unable to send emails and due to it being near on impossible to contact live help and I sent messages via your site (convenient there is no record of this FACT) I’ve no proof as any messages I sent but they were sent and I’m sure I am not the only customer this has happened too! One day I suspect this will all come to light!

Dear Bugjug.

Please, could you show us the whole text in the error email?

I am sorry but if you have failed to deliver the messages before the 3rd of June, we cannot force the casino to return any of the amounts. It could be the error of your email provider, internet connection, etc. Could you also provide us with any chat transcript before the 03/06 that you requested account closure?  

Dear Bugjug.

I am very sorry but we are forced to reject your case. Since there is no relevant proof that you requested account closure before the 3rd we cannot force the casino to do the refund. 

However, if you do not agree with our decision you can always file an official complaint with the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru