I requested on August 11th the closure of my account and discontinuation of promotions/advertisements via text message and email, and yet my request remains unaddressed.

In fact, I previously made a comment requesting this very thing.

Solicité el 11 de agosto el cierre de la cuenta, envío de promociones/publicidad vía sms e email, y siguen sin atender mi solicitud.

De hecho, anteriormente puse un comentario solicitando esto mismo.

Dear Andrea1411,

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 JackMillion 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

Good morning,

In the emails sent (3) I clearly specify that "I wish to close my account permanently", my full name, ID and username.

If they have not responded to my request, it is because they are not interested in closing the account, not because of lack of information.

What's more, since I filed the complaint yesterday, they have been overwhelming me with SMS and emails of advertisements/promotions.

Buenos días,

En los emails enviados (3) especifico claramente que "deseo cerrar mi cuenta de forma permanente", mi nombre completo, DNI y nombre de usuario.

Si no han atendido mi solicitud es por no interés en cerrar la cuenta, no por falta de información.

Es más, desde que puse ayer la reclamación, me están avasallando a sms e emails de publi/promociones.

Could you kindly send a higher-quality screenshot of your request? I apologize, but the current image is too blurry to see the date it was sent and to read the comment clearly. Would it be possible for you to provide screenshots of your cashier history displaying subsequent deposits? Thank you in advance.

Dear Andrea1411,

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.

Good afternoon,

This is the third time since last week that I have written to you to be removed from the advertising list.

I continue to receive a couple of emails and SMS absolutely every day.

Buenas tardes,

Es la tercera vez desde la semana pasada en que les escribo para que me borren de la lista de publicidad.

Sigo recibiendo, absolutamente todos los días un par de emails y SMS.

Could you please advise if you already sent the email to the casino as advised in my previous reply? Have you clearly stated the reason why you wish to have your account blocked?

Dear Andrea1411,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.