Slots Villa Casino - プレイヤーが自分のアカウントを閉鎖しようとする試みは見過ごされてきました。

I have been trying to close my account. I wrote emails to support and never got an answer from them. My reason for my account closure is for some reason I am have issues with 1/2 the games. The games by Betsoft constantly spin and take longer than usual to stop spinning. I took videos of this issue. Sent it to them from my youtube account. They never returned any answers back to me. Today I figured I would give it another try. I was just talking to Robert from CS. I told him there is a completed special 300 bonus on my account that I am not a where of and an additional completed master150 free bonus. I ask him what is going on with my account?. He then ended our conversation and knocked me off of chat. Something is not right with this casino. Unfair and un reasonable. I am complaining about what happened today via chat and the fact they will not close my account as I asked them too several times because of the spinning reels problem

Dear sting454,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found https://www.slotsvilla.com/responsible-gaming/:

„SELF-EXCLUSION

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

Email: support@slotsvilla.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account."

Is this support@slotsvilla.com the email address you have sent your emails to?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, I replied to your email and yes that is the email for them. I chatted with them this morning about closing my account. CS told me to write another email which I did and my account is still alive and active.

Thank you very much, sting454, for the forwarded emails. Could you please clarify if you have given any reason when requesting your account closure? It is absolutely necessary that you state clearly the reason why you wish your account to be blocked and the period for how long.

SENT YOU A EMAIL

Thank you for the forwarded email. Please keep me informed.

keep you informed about ?

If your account got blocked.

Dear sting454,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What required info are you asking for. I sent all emails to you. I also tried to chat with them yesterday. They do not respond when you mention closing your account.

Thank you very much, sting454, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sting454.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

MY ACCOUNT HAS BEEN CLOSED.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint.

Dear sting454.

I am happy to hear that the casino has managed to close the account. I am now closing the case as 'solved'.

Best regards, Jozef

jozef.k@casino.guru