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Would not use this casino emailed support over 10 different times to have my account permanently closed had to ask and keep asking while always stating I didn't want any type of bonus which they never closed my account and perceived to lose a lot of money I couldn't afford to lose terrible service with no thought for the customers

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s 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 clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found https://www.casinochan.com/terms-and-conditions:

„SELF-EXCLUSION BY REQUEST

You may also contact our support team at support@casinochan.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever. We will take all measures to block your access to your account and make sure that you receive no promotional materials."

Is this support@casinochan.com the email address you have sent your emails to?

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

I had asked them to close my account permanently on 2 separate occasions with no closure happening I had stated on both occasions that I could no longer afford to be losing so much money but on both occasions my account was kept open, I kept on stating that I did not want any bonuses from them and just wanted my account permanently closed.

Only finally closed my account when I told them I'd end up being homeless.

Thank you very much, Patrick, for your email. Could you please advise about a timeline for the events? From the forwarded screenshots I'm not able to identify the dates. I would like to collect as much information before we'll contact the casino as possible. Ideally, could you please forward your cashier history too?

Dear Patrick,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, 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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.