Blind Luck Casino - El cierre de la cuenta del jugador está restringido.

I'm trying to self-exclude from this casino. They're asking me to fill out a form that only allows me to close the account for one month, but I want to close it permanently.

What can he do?

Estoy intentando ser autoexcluido de este casino. Me piden rellenar un formulario que solo permite cerrar la cuenta durante 1 mes, pero yo quiero cerrarla para siempre.

Que puede hacer?

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Dear IAGOASPAS365xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-Exclusion

If you feel you may be at risk of developing a gambling problem, or if you believe you currently have one, consider using the Self-Exclusion option. Self-exclusion allows you to close your account for an extended period, tailored to your needs. This tool is designed as a strong intervention for compulsive gambling. Please contact our Customer Support if you need more information or help managing your account limits. To request Self-Exclusion, simply send a written notice to our Customer Support team via email. Once your Self-Exclusion period begins, your account will be disabled, and you will not be able to deposit, withdraw funds, or place bets for the duration of the Self-Exclusion. Additionally, we will make every effort to detect and close any new accounts you may open during this time.

• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Yes, I told them my problem and that I wanted to self-exclude, and they only gave me the option of that form and a maximum of 1 month.

Si, les he dicho mi problema y que queria autoexcluirme y solo me dan la opcion de ese formulario y de maximo 1 mes.

No matter how many times you fill out and submit the form, you can reopen your account in 2 minutes, it's useless.

Por mucho que rellenes y envies el formulario, puedes reabrir tu cuenta en 2 minutos, no vale de nada.

Dear IAGOASPAS365,

Thank you for your reply and for providing the previous details.

Could you please confirm whether you have any communication or evidence of your request to permanently close your account? This may include screenshots, emails, or chat transcripts. You can send all relevant documents to: petra.h@casino.guru or post your screenshots directly in the complaint thread.

Meanwhile, I would like to recommend the following:

When applying for self-exclusion, it is important to clearly state the reason for your request and specify the exact duration of the exclusion. Make sure the email subject line is clear and easy to recognize, as casino support teams often handle a high volume of requests daily. A well-labeled subject increases the likelihood of your request being processed promptly.

Additionally, I strongly recommend keeping a copy of your self-exclusion request (email, chat transcript, or screenshot). Having valid proof can be extremely helpful in case of any future disputes.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s information:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Blind Luck Casino,

I am writing to inform you that I wish to self-exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [xxx months/years/lifetime].

The reason for my decision is gambling addiction.

I acknowledge that I will not be able to revoke this self-exclusion during the selected period, and that it cannot be lifted before the agreed time has passed."

• Please send another email to Blind Luck Casino following the guidance above and keep me informed about any further developments.
• Additionally, could you provide me with the above-mentioned form provided by the Casino?

Thank you again for your cooperation.

Hi, yes. I've clearly explained the situation and all they're offering is this closure, which is useless, because if I email them to reopen it, they'll reopen it in 2 minutes.

Hola, si. He comentado claramente la situación y lo unico que me ofrecen es ese cierre, que no vale de nada, porque si les mando un correo para volver a abrirla, la abren en 2 minutos.

Thank you for your reply and for providing the previous details, IAGOASPAS365.

• Could you please provide the above-mentioned self-exclusion request in which you clearly informed the casino about your gambling addiction? You may send all relevant documents to petra.h@casino.guru or upload your screenshots directly to the thread.

Please note that without clear evidence of self-exclusion, specifically where your gambling addiction has been explicitly stated, we are unfortunately unable to proceed with the investigation. This information is essential for the resolution of the case, along with the response from the casino.

Thank you again for your cooperation.

Dear IAGOASPAS365,

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've sent you the screenshots by email

Os he enviado las capturas por email

Dear IAGOASPAS365,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Based on your previous confirmation, you informed the casino that your request did not fall under self-exclusion due to gambling-related harm. Instead, you requested self-exclusion for a different reason and only for a limited period of 30 days, which the casino also clearly confirmed in their email.

However, at a later stage, you submitted a separate self-exclusion request, which we also have confirmed in your email communication.

Your complaint will now move to the next stage of our process and will be handled by your dedicated Resolver Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over direct communication with the casino and manage your case from this point onward.

No action is required from you at this time. Your Resolver will contact you through this thread if any additional information is needed. You can rest assured that your case is in capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction.

Kind regards,

Petra

Hello IAGOASPAS365,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

In the meantime, I strongly recommend installing free app BetBlocker onto your computer and mobile. This way you can restrict your access to many gambling websites of various jurisdictions.

Best regards

Martin

Okay, thanks.

Vale gracias

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.

Dear IAGOASPAS365,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through a website validator you can find on this LINK or in the website's footer.

Alternatively, you can also visit their website at https://anjouangaming.com/submit-dispute/. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards

Martin