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On November 5th, I requested the casino to close my account immediately via email and chat because I have a gambling problem. I repeated this request the following day. Despite this, they have not closed my account, and since then I have deposited 135€ and gambled because the account is still open and I have a problem. I demand a refund of my money and that they close the account.

Pyysin 5.11 casinoa sulkemaan pelitilini sähköpostilla sekä chatissä välittömästi koska minulla on peliongelma, myös seuraavana päivänä, mutta he eivät ole sulkeneet tiliäni ja olen sen jälkeen tallettanut 135€ ja pelannut koska tili on auki ja minulla on ongelma, vaadin saada rahani takaisin ja että he laittaisivat sen tilin kiinni

Dear riitukka74,

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 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 tomas@casino.guru
• Were you able to make contact with live chat support after your requests were overlooked?

Thank you very much in advance.

Best regards,

Tomas