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I have emailed for months to attempt to get my account closed. I have a severe gambling problem

I have lost all my money, I am potentially going to loose my house. Gambling has ruined my life. I don't know what to do. They will close the account for a number of days but not permanently.

Dear Aimee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section and I found this:

"SELF EXCLUSION

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your account will remain closed for up to 30 days. To enable self Exclusion, please contact our Customer Support via Email with your request.

Please contact us if you require any further information or assistance on Self Exclusion or Time Out options."

Would you be so kind and advise if you’ve deposited any money after you sent your self-exclusion request? Could you please clarify if you currently have access to your account or not?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Hopefully, I will be able to help you with this case as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Aimee,

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 forced to reject 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.