Good morning,

I have been trying to close my account for several months, but without success.

Every time, I am redirected to other email addresses, but I do not receive a response for weeks. Additionally, I am constantly being asked for the reasons for closing, and despite having already provided them multiple times, the process is not being completed.

Could you kindly help me resolve this situation?

Buongiorno,

sto cercando di chiudere il mio account da diversi mesi, ma senza successo.

Ogni volta vengo indirizzato/a verso altri indirizzi email, ma non ricevo risposta per settimane. Inoltre, mi vengono continuamente richieste le motivazioni della chiusura e, nonostante le abbia già fornite più volte, il processo non viene completato.

Potreste gentilmente aiutarmi a risolvere questa situazione?

Dear Ckristian87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings EmirBet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material 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."

Please send another email to [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

I followed your advice and sent the email, but they forwarded me to another address that I had already written to previously.

The answers arrive after many days and continue to ask for the reason, even though it has been communicated several times.

I await a response from this other email address

Ho seguito il vostro consiglio e ho inviato la mail, ma mi hanno rimandato a un altro indirizzo al quale avevo già scritto in precedenza.

Le risposte arrivano dopo molti giorni e continuano a chiedere la motivazione, nonostante sia stata comunicata più volte.

attendo riscontro da quest'altro indirizzo mail

Thank you very much, Ckristian87, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Ckristian87,

I'm Kubo, and I will be handling your complaint moving forward. If there have been any updates regarding this case since the last information provided, please let me know.

I would also like to invite EmirBet Casino's representatives to join this discussion and share any relevant information to help resolve the issue.

Additionally, could you please forward the emails you’ve sent to EmirBet Casino to my email address ([email protected]) and specify the date of your initial request?

Dear EmirBet Casino,

Could you kindly provide detailed information about this case and clarify why the player's account has not been closed, despite numerous explicit requests to do so?

Thank you in advance for your cooperation!

Best Regards,

Kubo

Dear Kubo,

We can confirm that the player submitted his properly formatted request on the 25th of November. The matter was carefully reviewed by our relevant department and processed on the following day.

The player was also informed regarding this later on and the account will remain excluded as per the player's wishes.

Kind Regards,

EmirBet Casino

Dear EmirBet Casino,

Thank you for the update.

Dear Ckristian87,

Could you kindly confirm if your account at EmirBet Casino has been closed?

Thank you for your cooperation.

Dear Ckristian87,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo