PureBets 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。

It concerns the new casino PureBets. I requested to close my account due to gambling addiction. For more than 8 days, I have been ignored, and my emails are not being answered.

Best regards

Es geht um das neue Casino PureBets. Ich habe um Kontoschließung, aufgrund von Spielsucht gebeten. Seit mehr als 8 Tagen werde ich ignoert. Und auf E mails wird nicht reagiert.

Mfg

Dear Tekodi, 

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). 

Could you please send me the screenshots from your chat with the date and time of your request clearly visible? If you have any emails with your account closure request as well, please forward them to me. My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I sent you the email.

It's about self-exclusion. I have applied for it.

Kind regards

Ich habe dir die E Mail geschickt.

Es geht um einen Selbstausschluss. Den habe ich beantragt.

Mfg

Thank you very much, Tekodi, 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 Tekodi,

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 PureBets Casino,

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

Thank you in advance.

Respectfully,

Michal