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I asked for my account to be closed and they won't close it!!! The first was two weeks ago, unfortunately I had a problem with my email and I lost the information I had about the emails sent requesting account closure for gambling addiction, the first request was two weeks ago as you can see in the chat history with support. They've done nothing, I've lost tons of money, they should give me back even part of it!!! This can't be done, they have the IBAN saved there, let them give me back the money I've spent in part because they've done nothing about my consecutive requests to close my account!!! I've lost everything, I don't have any money at the moment, all because they didn't cancel my account when I asked them to even though I knew I was getting addicted and impulsive, it was very bad faith!!! And they still won't close the account and try to deceive me, I don't have the previous emails because as I said I unfortunately had an email problem but they keep insisting that I have the account open, horrible casino that acts in bad faith. I just want them to close my account, if I can get some money back it will be better for my life, but I just want them to get me out of this horror.

Pedi o encerramento de conta e não encerram!!! O primeiro foi há duas semanas, infelizmente tive um problema no meu email e perdi a informação que tinha dos emails enviados a pedir o encerramento de conta por vício de jogo, o primeiro pedido foi há duas semanas como se pode ver no histórico de conversa com o suporte. Nada fizerem perdi rios de dinheiro, deviam de me devolver nem que fosse uma parte!!! Isto não se faz, eles têm lá o IBAN gravado que me devolvam o dinheiro que gastei em parte por nada fazerem aos meus consecutivos pedidos de encerramento de conta!! Perdi tudo neste momento não tenho dinheiro nenhum, tudo porque não me cancelaram a conta quando pedi mesmo sabendo que estava a ficar viciada e impulsiva foi muita má fé !!! E continuam a não encerrar a conta e a tentar iludir me, não tenho os emails anteriores porque como disse tive infelizmente um problema no email mas continuam a insistir para eu ter a conta aberta, casino horrível que atua em ma fe. Só queria que me encerrassem a conta, se conseguir recuperar algum dinheiro melhor para a minha vida, mas só quero menos que me tirem deste terror

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Dear Xin4415,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an 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 have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

• Do you need help with account closure or self-exclusion?
• Live chat had instructed you to send the account closure request to [email protected]. Did you send the request as instructed? Please provide the date when this happened.
• Did you send the request from your registered email address linked to your casino account?
• Have you received any responses from customer support regarding your requests for account closure? Please post any relevant communication here or forward it to [email protected].

Your cooperation in providing these details will help us investigate and work towards a resolution. I hope we will be able to help you resolve this issue.

Best regards,

Jean

Good morning,

I do not know the technical terms, I know that this has made me exceed all the limits of money that I could spend, I said that I have a gambling addiction, they should have closed the account so I do not want to have access ever again, now if it is close block or self-exclusion I do not know sir I know that this has made me run out of money. My first email was on May 2nd and yes they replied and I sent it from my email address which is registered in the casino account. The answer was that I had to send a request to the VIP area and that they couldn't handle it, all to stall me and make me spend all the money I spent on impulse.

Bom dia,

Eu não quero mais ter acesso por vício de jogo eu não sei termos técnicos sei que isso fez me ultrapassar todos os limites de dinheiro que podia gastar, eu disse que tenho vício de jogo, deviam de ter encerrado a conta logo eu não quero ter acesso nunca mais, agora se é encerrar bloquear ou autoexclusao não sei senhor sei que isso me fez ficar sem dinheiro nenhum. Primeiro email a 2 de maio é sim responderam e enviei do meu email que está registado na conta de casino . A resposta foi que tinha de enviar pedido para a área VIP que não podiam ser eles a tratar , .tudo para me empatar e para me fazer gastar todo o dinheiro que gastei por impulso

Don't expose my prints or personal data publicly

Não exponha publicamente os meus prints tem dados pessoais

They've already closed my account but they haven't given me anything back, which I think is unfair because the money spent after the request for closure for gambling addiction was spent on impulse because they didn't close my account straight away for gambling addiction and enticed me to keep playing with bonuses and things

Já me encerraram a conta mas não me devolveram nada, o que acho injusto porque o dinheiro gasto apos pedido de encerramento por vício de jogo foi gasto por impulso por não me terem encerrado logo a conta por vício de jogo e terem aliciado a continuar a jogar com bônus e coisas

Thank you for forwarding screenshots of your emails. Rest assured. Personal data and emails or screenshots with personal data will not be seen in public.

From the screenshots that you sent, I did not find casino's responses for your emails from May 2 and May 5.

Could you please forward these emails from May 2 and May 5 along with any responses? Please forward the emails instead of just screenshots. It would help me follow along with the conversation and see how the casino responded to such requests.

Could you also list down all the deposits, including the date and the amount, you made from May 2 until your account was closed?

Dear Xin4415,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru