Since the 18.08 I'm trying to delete my account there but nothing happens. Every time they are giving me some bonuses and refuse to close my account even when i wroted that is my final decision and I don't want any bonuses, but the answer from the casino is still a question if I wamt a bonus. The first closing request that I sent to them was on the 18.8 amd since then I tried it maybe for 5 more times and every time they offer me a bonus and dont close my acc. Since then I lost probbably 2k €.

The last request E-Mail for closing my acc is from yesterday but it's still open.

What can I do?

Dear Kmi990, 

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 a 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]. 

Thank you very much in advance. 

Best regards, 

Veronika

Hello Veronika.

I just sent you an email.

I wrote a few times that my account should be permanently closed but it never happened

Hallo Veronika.

Ich habe dir gerade eine Mail gesendet.

Ich habe ein paar mal geschrieben dass mein Account permanent geschlossen sein soll aber es ist nie passiert

Thank you for your email. Could you please state the reason why you wish your account to be permanently closed?

Since you did not ask for self-exclusion due to gambling addiction in any of your messages to customer support, we would not be able to help you get your lost deposits back.

Hello, I have now written you an email.

Isn't it enough to write that I don't want to lose any more money and stop gambling 10 times? I don't know that I have to explicitly write a word for it (gambling addiction), that should go without saying with so many emails.

But that is simply ignored and not taken seriously.

Hallo, ich habe dir jetzt eine Mail geschrieben.

Ist es nicht genug zu schreiben dass ich nicht mehr Geld verlieren m?chte und aufh?ren m?chte zu Spielen, und das 10 Mal? Ich wei? ja nicht dass ich explizit ein Wort dafür schreiben muss (Spielsucht), das sollte ja selbstverst?ndlich sein bei so vielen Mails.

Aber das wird einfach ignoriert und nicht ernst genommen.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry but in our view, you are not eligible for refunds of your deposits. I apologize but we will not be able to assist you any further.

Dear Kmi990,

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.