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I have made multiple attempts over the past weeks to have my account closed due to uncontrolled gambling. I have contacted management and each time they ignore my requests and continue to offer/promise me bonuses if I stay. I am disputing close to $2000 AUD equivalent in crypto deposited since this time as I made this request clearly and precisely to the casino. This rule is paramount for the protection of customers from problem gambling and failing to do so is a complete failure of the casino. Requests to close the account were made via the live chat box and via the casinoes email address.

Dear jimpegs9319,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that you informed the casino you are dissatisfied with the lack of bonuses, however, I do not see any message clearly stating the gambling problem as a reason for account closure. Could you please advise if you have already informed the casino about it? If yes, please forward this request to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

you can close complaint, got the wrong casino. Apologies

Thank you for your reply, jimpegs9319. Could you please clarify your last message? Do I understand correctly that you submitted this complaint about the wrong casino? We can change that and proceed with this complaint if you wish. All I need is the correct name of the casino.

Dear jimpegs9319,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.