Hello,

I requested to close my Account permanently. The Casino refuses to do so. Instead they want me to fill out a document with Personal Information, print it, sign it etc.. Wont do that, its ridiculous.

Please help me

Dear micheruff93, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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 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). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected]. 

Additionally, could you please specify if you had any balance in your account at the moment of the closure request?

Thank you very much in advance. 

Best regards, 

Natalia

Guten Tag,

Ich habe keine Lust mich mit Casinos auseinandersetzen, die keine Tools zum verantwortungsvollen spielen anbieten und unerlaubt meine Daten missbrauchen und mich mit Emails zuspamen, obwohl ich diesem nicht eingewilligt habe. Ich m?chte mein Konto geschlossen & gel?scht haben. Ich werde keine zus?tzlichen Daten zur Schlie?ung zur Verfügung stellen, die weiterverkauft werden.

Dear micheruff93,

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Natalia

Dear micheruff93,

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.

Okay, dann hab ich in diesem Fall Spielprobleme. Kann das Konto nun geschlossen werden ?

Dear micheruff93, have you informed the casino about your gambling problems? Would you be so kind as to forward me the account closure requests in which you explicitly informed the casino about gambling problems? My email address is [email protected]. 

Dear micheruff93,

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.