Mr Big Wins Casino - Se ha rechazado la solicitud de eliminación de la cuenta del jugador.

The site refuses to delete my account.

I registered 3 accounts on this site with 3 different email addresses. Two of these were unverified while one was verified with the submission of my ID documents. I have requested many times for the deletion and closure of all these accounts. After some time, the two unverified accounts were closed, but the third account continues to be accessible despite my numerous messages to the site operators in the chat and the many emails sent to the two email addresses (suggested by the operators) that are supposed to handle my request.

I keep receiving SMS messages and they don’t want to close the account.

No one responds to all the requests I have sent.

I kindly ask for your help.

Il sito si rifiuta di cancellare il mio account.

Avevo registrato 3 account su questo sito con 3 indirizzi mail diversi. Due di questi non erano verificati mentre uno è stato verificato con l’invio dei miei documenti d’identità. Ho richiesto molte volte la cancellazione e relativa chiusura di tutti questi account. Dopo qualche tempo i due account non verificati sono stati chiusi mentre il terzo account continua ad essere accessibile nonostante abbia scritto moltissime volte agli operatori nella chat del sito e nonostante le moltissime mail inviate alle due mail (suggerite dagli operatori) che dovrebbero occuparsi di soddisfare la mia richiesta.

Continuo a ricevere sms e non vogliono chiudere l’account.

Nessuno risponde a tutte le richieste che ho inviato.

Vi chiedo gentilmente di aiutarmi

Hello save79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

Thank you very much in advance for your reply.

Best regards,

Nick

Hi Nick,

I definitely don't want to play anymore and I've already excluded myself from AAMS casinos. There's no problem in reality or any mutual dishonesty. But I've decided that I want to delete my profile forever and above all I don't want to receive their text messages anymore. I want them to delete me from all newsletters / promotions.

I have requested many times by writing to the email address they indicated to me but no one responds and my profile always remains accessible.

I'm not sure if I've given you the right site. To be sure, I'll write it here https://www.bigwins01.online/it

I can add that they have my documents verified and that I have no money to withdraw and I don't owe them any.

I just wish someone would respond and delete my account. I don't want to leave my account "dormant" and asking for money in the future. (I have read the terms and conditions)

The operators in the chat do not always answer me in the same way and when I asked for a response they "dismissed" me in an even rude way.

Would it be useful to send a registered letter with return receipt to the company headquarters?

I await feedback

Thank you

Ciao Nick,

sicuramente non vorrò più giocare e mi sono già autoescluso dai casino AAMS. Non c'è nessun problema in realtà o scorrettezza da reciproca. Ma ho deciso che voglio eliminare per sempre il mio profilo e soprattutto non voglio più ricevere i loro sms. Voglio che mi elimino da tutte le newsletter / promozioni.

Ho richiesto moltissime volte scrivendo all'indirizzo mail che mi hanno indicato ma nessuno risponde e il mio profilo resta sempre accessibile.

Non sono certo di averti indicato il sito corretto. Per sicurezza te lo scrivo qui https://www.bigwins01.online/it

Posso aggiungerti che hanno i miei documenti verificati e che non ho soldi da prelevare e tantomeno ne devo a loro.

Vorrei solo che qualcuno rispondesse ed eliminasse il mio account. Non voglio lasciare l'account "dormiente" e richiarente che in futuro mi chiedano dei soldi. (ho letto i termini e le condizioni)

Gli operatori nella chat non mi rispondono sempre allo stesso modo e quando ho sollecitato un riscontro mi hanno "liquidato" in modo anche sgarbato.

Potrebbe servire mandare una raccomandata con ricevuta di ritorno alla sede della società?

attendo riscontro

grazie

update:

I won a significant amount on this site and I have already requested a withdrawal. I hope they will pay me now and not close my account before paying me

aggiornamento:

ho vinto su questo sito una cifra importante e ho già chiesto il prelievo. Spero che ora mi pagheranno e non chiuderanno il mio account prima di saldarmi

Hello save79,

The casino can't request money from you if your account balance is zero.

Additionally, I hardly doubt that the casino will ever pay out any amount to you as you admitted having 3 different accounts which is against the casino rules - every player can create 1 account only.

Is there anything else we could assist you with?

Regards,

Nick

Hi Nick

in reality the issue of the 3 accounts was a matter prior to this report and they were already closed some time before the win. Among other things, they had already paid me a small sum of which I had requested withdrawal.

Now I don't want this post to affect my withdrawal request to the site, since they are already taking a long time to pay me the money.

should this post remain public or is it possible to hide it somehow? Maybe my user profile should be deleted from your site?

I saw that you tried to communicate with them other times in other complaints but always without success

Ciao Nick

in realtà quella dei 3 account è stata una questione precedente a questa segnalazione e sono stati già chiusi tempo prima della vincita. Tra l’altro mi avevano già pagato una piccola somma di cui avevo chiesto il prelievo.

Ora non vorrei che questo post potrebbe andare a inficiare la mia richiesta di prelievo al sito, dato che stanno già tardando a liquidarmi i soldi. 

deve rimanere pubblico questo post o è possibile nasconderlo in qualche modo? Forse bisognerebbe cancellare il mio profilo utente dal vostro sito?

ho visto che avete provato altre volte a comunicare con loro in altri reclami ma sempre senza successo

Dear save79,

We can hide the posts from the public; however, the casino will still be able to view them as they are relevant to the case.

If you would like to remain anonymous, we can anonymize your account, but please note that this would mean you will no longer have access to your Casino.Guru account.

Please let us know how you would like to proceed.

Best regards,

Nick

Okay Nick,

I ask you for now to make the post anonymous and delete my account.

thank you

Ok Nick,

ti chiedo per il momento di rendere anonimo il post ed eliminare il mio account.

vi ringrazio

Dear save79,

The complaint and your account will be now closed as per your request.

Best regards,

Nick