Good day, I registered with this casino on June 24 and requested self-exclusion on July 2. Despite this, I have continued to receive countless offer emails from those claiming to be the manager of my account, even though it was closed.

They encourage me to return and play every time they write to me, prompting me to reopen my gambling account, deposit money with a promotional code and this bonus is not credited. I request again to close my game account and ask that it not be reopened for any reason via email, but they make the request and send me additional offers and messages... Therefore, I reopen the next day and lose more money. To date, I have sent messages and emails to both the VIP manager and customer service and have not received a response.

I believe it is not right to be invited to play while under self-exclusion, let alone if I request that the account not be reopened, only for it to be reopened the next day.

Buongiorno,mi sono iscritta in questo casino ail 24 giugno e il 2 luglio ho chiesto autesclusione,dopo questa data ho continuato e ricevere innumerevoli mail di offerte e da chi dice di essere il responsabile del mio conto, nonostante questo fosse stato chiuso.

Mi incoraggia a tornare a giocare ogni volta che mi scrive e quindi riapro il conto gioco, deposito soldi con codice promozionale e questo bonus non viene accreditato, chiedo nuovamente di chidere il mio conto gioco e chiedo che non vanga per nessun motivo riaperto tramite mai , lo chiedono e mi mandano altre offerte e messaggi ... dunque riapro il giorno dopo e perdo altri soldi ad oggi ho mandato messaggi e mail sia a lla vip meneger che al servizio clienti e non ho ricevuto risposta.

Credo che in autoesclusione non è giusto essere invitata a giocare e tantomeno se chiedo che non venga riaperto il conto di riaprirlo nuovamente il giorno dopo.

Dear MarinaAndreea, 

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

Of course or game related problems and I'm not able to stop... I asked them not to open it again.

I sent messages to the VIP meneger yesterday as you can see and today I played again because the account is still open

Naturalmente o problemi legati al gioco e non sono in grado di smettere... ho chiesto loro di non aprirlo più.

Ho mandato messaggi alla vip meneger ieri come vede e oggi ho giocato ancora perché il conto è ancora aperto

Dear MarinaAndreea,

When applying for 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 a 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 gambling addiction.

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.

As you can see in the email I requested that it not be reopened to me again even if I were to request it in the future... if a person writes this it is clear that they have problems, and they have clearly understood the mess considering that I closed and reopened 3 times

Come vede nella mail ho richiesto che non mi venisse più riaperto anche se lo dovessi richiedere in futuro ... se una persona scrive ciò è chiaro che ha dei problemi, e il casino l ha chiaramente capito visto che ho chiuso e riaperto 3 volte

I apologize, but we cannot offer you assistance in this matter. Our support in the complaints regarding a failed self-exclusion is limited to cases where the player explicitly states they wish to close their account due to gambling addiction.

Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.