Awful casino:

Asking for scanned documents and not accepting digital copies. However, I did receive an email to say my account was fully verified and my documents have been accepted. However, this wasn't updated on the casino website.

I replied to this email to have this updated on the website so a withdrawal could be made. I got the original reply asking for scanned copies of documents. I advised to look at previous email trail, but this was ignored.

At this point I asked for my account to be closed using the same email trail. My first request to close my account was on the 2nd of March. On 6th of March I requested this again and again on the 18th March.

I also requested this via a chat agent and I got an email on the 7th March with a ticket i.d to say this is been reviewed.

To this day my account still hasn't been closed.

I can't remember how much I lost during this whole ordeal, but it was around ￡600

Dear Someone.Else,

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 problems).

Do I understand correctly, based on the attached screenshot,s that you want to close your account because you suffer from gambling addiction? Please forward me all the account closure requests that you sent to the casino. My email address is [email protected].

Thank you very much in advance.

Best regards,

Kristina

Hi

Thanks for taking a look at this.

Yeah ultimately I was requesting a close due to gambling issues, which in my first email I made this clear.

I've sent you those emails as requested.

I can still access my account.

Thank you very much, Someone.Else, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Someone.Else,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear AztecParadise Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hi Michal.

Thanks for the support.

I can still log in

I am still able to log into my account

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I can stil log in. Bad sign for a casino, I guess

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected]. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V

We’ve reopened this complaint at the request of AztecParadise Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear AztecParadise Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Hello Someone.Else,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru