Crocobet Casino - El cierre de la cuenta del jugador se ha retrasado.

I requested the closure of my account on this casino platform. Before opening an account, they required full identity verification, including uploading documents and a live photo. My account has already been verified, yet they are still asking me to go through the verification process again just to close the account. It is clear they are doing this to delay the process and increase the chances of me making additional deposits.

They also told me I would have to wait 10 days for the account to be closed. I explained that I am struggling with psychological issues and urgently need my account closed due to a gambling addiction. Still, they refused to close it immediately.

It seems like they are deliberately trying to prolong the process to extract more money from the player. I also requested a copy of my chat history, which they refused to provide. My rights are being violated by this casino.

I am asking Casino Guru to intervene. I demand the immediate closure of my account. A casino like this should not have an 8 rating. Please check the screenshot. I want a closer of account that all.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

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Yes, I requested self-exclusion, but they did not complete it. They asked me to follow these steps. My account is already verified; they are just trying to slow this process to make me deposit more.

Dear Veronika,

I initiated a self-exclusion request via live chat. However, during the conversation, the support team refused to provide me with a transcript of the chat. They instructed me to submit a copy of my ID along with a written explanation for the self-exclusion. While I might understand this requirement if my account were unverified, I provided a screenshot clearly showing that my account is verified.

Furthermore, they informed me that once I submit the documents, I would still need to wait 10 days for the request to be processed. This gives the impression that they are intentionally delaying my self-exclusion. I also made it clear during the chat that I am experiencing gambling-related problems, yet my account remains active.

I am concerned about the lack of urgency and support in handling this matter.

I do not need any refund or apology, I just want to close my account. This is all.

They are asking me to complete the verification and wait 10 days. I do not understand why? I have a gambling problem, and I need the account to be closed.

Thank you for your responses. Have you mentioned gambling addiction as the reason for your self-exclusion request?

Yes, I did it, but without any result. I told him that I have a gambling problem and I need help. I asked to close the account, but they want to verify me again, and I need to wait 10 days.

The account is still open!

Please forward me the account closure request you sent to the casino, where you mentioned gambling addiction at veronika.f@casino.guru. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Killera,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika