Europa777 Casino - Акаунтът на играча остава отворен въпреки самоизключването.

I have been allowed to play even though I am self-excluded. I have requested several times for my account to be closed, but nothing has been done. I want my refund and to close my account.

me han dejado jugar aun estando autoexcluido e pedido varias veces q cierren la cuenta y nada ... kiero mi reembolso y cerrar cuenta

Dear carmenbvb,

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).

• Could you please specify what you mean by self-excluded? Under which self-exclusion registry or casino have you self-excluded?
• Have you specified the reason for the account closure as a gambling problem?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas