PalmSlots Casino - 自己排除リクエスト後もプレイヤーのアカウントは閉鎖されていません。

I requested to close the account due to gambling addiction on March 26th 2024. I have tried to reach them on several occasions making the same request and have had no luck getting them to close the account and as addiction goes, I lost more money. I had to lie to the support agent and say I was 15 years old for them to suspend the account and I still have not heard back from support. I'd like to be refunded for the deposits made after the March 26th addiction closure request but no one is getting back to me at all.

Dear corynadeau27,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how you requested to be self-excluded on March 26? Was it via live chat or email? Have you mentioned the reason why you wish to block your account? Please forward me the account closure requests that you sent to the casino on March 26 with the date clearly visible. My email address is veronika.l@casino.guru. 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance. 

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you for your email. When you specified in your reply to the message from the casino that you wished to be self-excluded due to gambling addiction, have you received any response from them?

I have still not gotten a response from them at all

Thank you very much, corynadeau27, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello corynadeau27,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PalmSlots Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal