Buran Casino - El jugador no puede cerrar su cuenta.

After sending several emails requesting to close my account due to a gambling addiction, the casino does not respond and won't allow me to close it.

I've already contacted the online chat, and they just keep telling me that the account closure must be done via email.

I want to close my account as soon as possible and don't know what else to do.

Após vários e-mails enviados para encerramento de conta devido a um vício de jogo, o casino na responde nem me deixa encerrar a conta.

já contactei o chat on-line e apenas me dizem que o encerramento da conta tem que ser efetuado através de e-mail.

Quero encerrar a conta o mais rápido possível e não sei mais o que fazer

Dear Jorgesilva26, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. Please include the screenshots or chat transcripts of your communication with live chat support as well.

Thank you very much in advance. 

Best regards, 

Veronika

yes, I've sent the emails

thank you

sim, já enviei os e-mails

obrigado

A few days have passed and several emails have been sent. My account is still active and the problem remains unsolved... the casino hasn't given me any kind of response

Já se passaram alguns dias e vários e-mails enviados. Continuo com a conta ativa e com o problema por resolver… o casino não me dá qualquer tipo de resposta

Thank you for your emails. Could you please confirm that on 28 January, you requested to be self-excluded due to gambling addiction for the first time?

Have you received any responses from the casino yet?

Good morning, yes the first request was on January 28th.

I still haven't received a response from the casino, I contacted them again in the online chat on the 1st when they told me the closure was coming soon, but so far nothing...

Bom dia, sim o primeiro pedido foi dia 28 Janeiro.

Ainda não recebi qualquer resposta do casino, já voltei a entrar em contacto no chat on-line no dia 1 em que me disseram que o encerramento estava para breve mas até agora nada…

Could you please confirm that the balance in your account at the time of your closure request was 0€?

Have you received any response from the casino so far?

Dear Jorgesilva26,

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.