BacanaPlay Casino - La cuenta del jugador no tiene opción de cancelación.

Hello, please help me to block the account, there is no chat or responsible game, the Casino takes a long time to pay, they say it's in hours, but the payments take days,

And there is no way to cancel the account, there is no chat option or responsible gaming, just freeze the account.

Olá por favor ,me ajudem a bloquear a conta ,não existe chat nem jogo responsável,o Casino demora muito a pagar ,eles colocam que são em horas ,mas os pagamentos demoram dias ,

E não tem como cancelar a conta ,não tem a opção de chat nem jogo responsável,somente congelamento da conta

Dear Caniggia2021,

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 gambling problems).

Could you please specify the reason for closing your account?

Have you sent any account closure requests to support@bacanaplay.com?

If so, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

Dear Caniggia2021,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.