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 [email protected]

Thank you very much in advance.

Best regards,

Tomas

Dear carmenbvb,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player.

Player's message: (translated)

They have let me play and

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Hello,

Would you be able to describe the issue in more detail?

Have you contacted the casino regarding the issue? What response have you received?

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Dear carmenbvb,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.