A year ago the casino did not close my account as I requested since I have problems with online gambling. And now he lets me come in and play. I get in touch with them and not only do they not close my account when I tell them, but they seem to laugh at me.

They don't answer me after sending them several emails and in the online chat the person who answers it ignores me.

I request the refund of the amounts and the closure of the same.

El casino hace un a?o no me cerró la cuenta como le solicité ya que tengo problemas con el juego online. Y ahora me deja entrar y jugar. Me pongo en contacto con ellos y no solo no me cierran la cuenta cuando se lo digo sino que parece q se ríen de mí.

No me responden después de enviarles varios correos y Enel chat en línea la persona que lo responde no hace caso.

Solicito la devolución de los importes y el cierre del mismo.

Dear Xotin36,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is [email protected]. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

?RESPONSIBLE GAMING

...

For customers who want to set limits on their gambling, we offer a voluntary self-exclusion service, which allows you to close your account or restrict your gambling activities for one of the following periods: 1 month, 6 months, 1 year or 10 years. Once your account has been self-excluded, it will be closed until the selected time period has elapsed. Once the self-exclusion period has ended, you will be able to recommence your use of any Services by contacting Customer Support.

You can request that the restrictions are removed from your account before the self-exclusion period has ended; however, the final decision rests with the Company.

During the self-exclusion period you must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address."

Is [email protected] or [email protected] the email address to which your requests have been sent?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Noo they gave me the address of [email protected]

Noo me dieron la dirección de [email protected]

That's ok. Could you please forward any relevant communication?

Dear Xotin36,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.