24Slots Casino - プレイヤーのアカウント閉鎖リクエストが遅れています。

The casino is not responding to my request to close my account or process my self-exclusion of indefinite duration. Two emails to support have gone unanswered.

I can still deposit money even though I clearly mentioned my gambling addiction and the need for prompt action in the email.

Das Casino geht nicht auf den Wunsch ein mein Konto zu schließen bzw . Bearbeitet meine des selbstausschluss von unbestimmter Dauer nicht . Zwei Mails an den Support sind nicht beantwortet.

ich kann weiter Geld einzahlen obwohl ich klar in der Mail auf meine spielsucht und entsprechend schneller Bearbeitung hingewiesen habe

Dear Marti89, 

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 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 veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Dear Marti89,

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.