Gomblingo Casino - El jugador no puede cerrar su cuenta.

I have been trying to close my account for the past 3 weeks, but they refuse to accept it, offering me bonuses instead or asking for the reason behind the closure. This casino is just terrible. Even after unsubscribing from bonuses via email, I still receive offers. I want to leave this awful casino and never hear from them again. Perhaps you can help me.

Ich versuche seit 3 Wochen mein Konto zu schließen Sie wollen es nicht akzeptieren und bieten mir Boni an oder fragen mich nach dem grund für die Schließung das casino ist einfach schrecklich auch nach dem abmelden der Boni per Email bekommt man die Angebote trotzdem weiter ich will dieses schlechte casino verlassen und nichts mehr von ihnen hören vielleicht können sie mir helfen

Dear smithsonbrian433, 

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 specify the reason for closing your account? 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

I don't want to have anything to do with this casino anymore the site is terrible and they don't want to close it down under any circumstances they hope that I will deposit again I send them a few emails and there are more always the same questions answer

Ich will mit diesem Casino nichts mehr zutun haben die Seite ist schrecklich und sie wollen es auf keinen Fall schließen Sie hoffen das ich wieder einzahle ich schicke ihnen ein paar Mails und es giebt noch mehr immer die selben Fragen antworten

I understand your frustration with the situation. However, at Casino Guru, we can only intervene if the account closure request is due to gambling addiction and the casino fails to act on it.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

To proceed, could you kindly send a new email to the casino specifying that your closure request is due to gambling-related concerns? Feel free to use the template I provided here for clarity, and please add me as a copy at veronika.l@casino.guru.

Dear smithsonbrian433,

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.

I have tried everything, the casino does not close the account for this reason they should be happy, leave the account open, I will not deposit any more, I am not saying that I am addicted to gambling because that is not the case, thanks anyway

Ich habe alles versucht das casino schließt das Konto nicht aus diesem Grund sollen sie glücklich werden das Konto offen lassen ich werde nicht mehr einzahlen ich gebe nicht an das ich spielsüchtig bin da das nicht der Fall ist trotzdem danke

Thank you for your reply. If you do not struggle with gambling addiction, the only thing I can recommend is to stop visiting the casino website and unsubscribe from their promotional emails. Some important information about account closure can be found in the casino's Terms and Conditions:

3.14. A customer may request to close their account no sooner than 90 days following their first successful deposit. To initiate the closure, the customer must inform Gomblingo of their intention via e-mail at customerassist@gomblingo.com. Upon receiving the request, Gomblingo will process and finalize the account closure within 60 days. When a customer decides to close their account, they must immediately cease using the website. After Gomblingo has notified the customer that their account is officially closed, Gomblingo will no longer be liable for any outstanding bets, which will be voided and declared null.

3.15. Accounts having no recorded activity for a period of 6 months are considered inactive. Should an account be inactive for 6 consecutive months or longer (no deposit and betting/gaming activity), Gomblingo reserves all rights to terminate the customer's account, and therefore all outstanding balances are forfeited.

If you do not log into your account for the next 6 months, your account should be deleted.

This complaint will now be closed. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards

Veronika