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Hello, about a week ago I asked the casino to close my account permanently due to the lack of responsible gaming settings on their site.

It's not possible to manually set personal limits as stated on their site (in the section "responsible gaming" in german). The only way to do this is to contact the chat which is not what their terms say.

My request to close the account was ignored several times. They just gave me a bonus and closed the ticket as "solved". I lost 975€ since which shouldn't have been possible if the casino honored their own terms or let me close my account.

I have contacted the support again but I get the same answers. I just want to close my account and get my deposits back that I have lost after my first self-exclusion request.

Dear joeblack1,

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 cooling off period and this cannot be done for players who’s are addicted/with gambling problems).

In your attachments, I only see that you asked for account closure because you cannot set limits yourself. Could you please clarify whether you also stated the gambling problem as the reason for closing your account? Would you be so kind and forward me the self-exclusion requests which you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Yes I did, but my requests keep getting ignored. I've sent another screenshot to your email address. I also mentioned that I have difficulties playing responsible.

Even just closing my account would have prevented me from more losses. There is no player protection at all and the responsible gaming feature as described doesn't exist!

Thank you for your reply, joeblack1. From what I have gathered so far, the only reason you want to close your account is that the casino doesn't have an option to set limits directly in the account. Unfortunately, this is not enough for us to proceed with the case as failed self-exclusion.

If you want to self-exclude your account, I would recommend you sending another request that clearly states the gambling problem as a reason for account closure. Please, send the copy to my email address (kristina.s@casino.guru). Thank you in advance.

Dear joeblack1,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I've sent another request but haven't received an answer yet.

Please, forward the request to my email address kristina.s@casino.guru. Thank you in advance.

I finally received confirmation that my account is now closed.

I find it questionable why so many of my requests were simply ignored from the casino for so long. Especially after telling them that I have problems controlling my gambling behavior without the responsible gaming tools or the option to close my account by myself. I had to block the site through other means to avoid further losses.

joeblack1, you clearly didn't mention the gambling problem as a reason in your initial requests which probably caused this situation, therefore the casino didn't do anything wrong. Currently, there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively.  If you feel like you need tools that you can manage yourself, my best advice would be to ask the casino's support about these options before you create an account.

Since your account has already been blocked, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.