Hot.Bet Casino - Se ignora la solicitud de cierre de cuenta del jugador.

The casino is not deleting or closing my account. Despite emailing the casino twice to inform them that I am addicted to gambling and request an immediate permanent closure.

Das Casino löscht bzw. schließt mein Konto nicht. Obwohl ich dem Casino via Mail zwei mal mitgeteilt habe das ich spielsüchtig bin und eine dauerhafte Schließung mit sofortiger Wirkung möchte

Dear Marti89,

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 clarify your situation.

Could you please forward me the emails with the account closure request you sent to the casino? My email address is veronika.l@casino.guru.

Have you received any response from the casino regarding your account closure request?

When was the last time you communicated with the casino via email or chat?

Have you passed the full KYC verification?

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

Best regards

Veronika

The casino has now contacted me, but has only blocked my account for 30 days. But I made it clear that I wanted it closed permanently. Can you clarify this?

Das Casino hat sich mittlerweile gemeldet, aber mein Konto nur für 30 Tage gesperrt . Ich hatte aber klar gesagt das ich es dauerhaft geschlossen habe ich will. Können sie das klären ?

Could you please forward me the communication between you and the casino leading to the closure of your account for 30 days? My email address is veronika.l@casino.guru. Thank you for your cooperation.

Sent them the email

Haben ihnen die Mail gesendet

Thank you very much, Marti89, 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 Marti89,

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 Hot.Bet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

To clarify the situation, the player submitted his request to the corresponding email - customercare@hot.bet- where, however, he did not explicitly state a given period following our policies. 

Even so, as we treat such cases with the utmost care, we would like to point out that the account status was adjusted accordingly as per the player's wishes.

Best regards,

Hot.Bet Casino team

Dear Marti89,

Did you make any deposits after your self-exclusion requests? If so, when?