Astrozino Casino - Se deniega la solicitud de cierre de cuenta del jugador.

I have already requested several times that my account be permanently closed, as I am a gambling addict.

I was then sent a form that I have to fill out and can only block myself for a maximum of one (!) month.

That's not right, because my general ban doesn't apply to this casino.

I expect my account to be permanently deleted and that I will receive back the money I paid after my initial request to delete my account.

Attached are the emails.

Ich habe bereits mehrmals darum gebeten, dass mein Konto endgültig geschlossen wird, da ich spielsüchtig bin.

Daraufhin wurde mir nur ein Formular zugesendet, dass ich ausfüllen muss und mich höchstens für einen (!) Monat sperren kann.

das ist nicht in Ordnung, denn meine grundsätzliche Sperre gilt für dieses Casino nicht.

ich erwarte, dass mein Konto endgültig und für immer gelöscht wird und ich mein Geld zurück erhalte, welches ich nach meiner ersten Bitte mein Konto zu löschen.

anbei die Mails.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Astrozino Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the responses you received from the casino to your requests? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

In the meantime, check other resources and information in our responsible gambling guide found here: https://de.casino.guru/ratgeber-verantwortungsvolles-spielen

Thank you very much in advance for your reply.

Best regards,

Tomas

I can only block myself for one month; after that, I'll start receiving emails and calls again. You can't even unsubscribe, which I don't think is fair, especially since I've repeatedly stated that I want to be permanently blocked.

I was last able to log in on July 2nd, after which I was blocked again for a month after filling out the form again.

I forwarded the emails.

Ich kann mich nur für einen Monat sperren lassen, danach bekomme ich wieder Mails und Anrufe. man kann sich nicht mal abmelden, das finde ich nicht fair, da ich wiederholt darauf hingewiesen habe, dass ich mich endgültig sperren lassen möchte.

zuletzt konnte ich mich am 02.07. anmelden, danach wurde ich erneut für einen Monat gesperrt, nachdem ich wieder das Formular ausgefüllt habe.

die Mails habe ich weitergeleitet.

Dear Sophia123,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Sophia123,

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. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I would like to request the presence of a representative from the casino in this conversation.

Dear Astrozino 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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me an email at michal.v@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Michal V