FestivalPlay Casino - La cuenta del jugador permanece abierta después de la solicitud de cierre.

Hello.

Last Saturday, the 28th, I opened an account at this casino, deposited a significant amount of money, lost, and requested the permanent closure of my account via live chat due to gambling addiction. This support team asked me to send an email to and that's what I did.

It's been over a week and my account is still open, and no one has responded to my emails (I sent two requesting closure). In the chat, they tell me my email is in the queue and they'll process it as soon as possible.

My account is verified. Since the closure request (8 days ago), I have deposited 2,700 euros and received a withdrawal of 2,050 euros (requested on Sunday the 29th).

The problem is that my account is still open and I keep losing money.

Thank you

Hola.

El pasado sábado día 28 abrí una cuenta en este casino deposité bastante dinero, perdí y solicité al chat en vivo el cierre permanente de mi cuenta debido a adicción al juego. Desde este soporte me pidieron que enviase un correo a customercare@festivalplay.com y eso hice.

Ha pasado más de una semana y mi cuenta sigue abierta, y nadie me responde a los correo ( envié 2 solicitando el cierre). En el chat me dicen que mi correo está en cola y lo tramitarán lo antes posible.

Mi cuenta está verificada. Desde la solicitud de cierre ( hace 8 días) he depositado 2700 euros y he coseguido un retiro de 2050 ( solicitado el domingo 29)

El problema es que mi cuenta continúa abierta y yo sigo perdiendo dinero.

Gracias

Dear player,

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?

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

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Dominika.

I just forwarded you the two emails in which I informed the casino of my gambling addiction and requested the permanent closure of my account.

My account is still open today, it's been more than 9 days since my first request.

thank you so much

Hola Dominika.

Acabo de reenviarte los dos correos en los que comunico al casino mi adicción al juego y solicito el cierre permanente de mi cuenta.

Mi cuenta, a día de hoy, continúa abierta, han pasado más de 9 días desde mi primera solicitud

muchas gracias

Dear player, could you please forward me just the first email you sent to the casino where you informed them about your gambling addiction and requested permanent closure?

Hi. I just forwarded it.

Hola. Lo acabo de reenviar.

This is frustrating. My account is still open. The chat simply tells me to send an email (yet another one).

These days I have been staying strong but today I have deposited another 200 euros

Esto es desesperante. Mi cuenta sigue abierta. Desde el chat se limitan a decir que envíe un correo ( otro más)

Estos días me he mantenido fuerte pero hoy he depositado otros 200 euros

After another email and the threat of a complaint to Casino Guru, they just closed my account.

With the money deposited today, the amount in dispute is 850 euros.

thank you

Después de otro correo y tras la amenaza de la queja en casino guru, acaban de cerrar mi cuenta.

Con el dinero depositado hoy, la cantidad en disputa es de 850 euros.

gracias

Dear player, could you please let me know the exact dates and amounts of the deposits you made after your initial account closure request?

Also, would you be so kind as to forward all communication you had with the casino—including the messages and emails exchanged after which your account was finally closed?

Deposit dates:

• June 28 - 1000 euros
• June 29 - 200 euros
• 1/7 - 500 euros
• 2/7- 200 euros
• 3/7 - 200 euros
• 5/7- 400 euros
• 10/7 - 200 euros

Retirement date

• 2/7 - 2050 (withdrawal request on 6/29)

I resent the account closure request email for gambling addiction on June 28, July 2, and July 10. I also forwarded the closure confirmation sent by the casino on July 10.

Thank you

Fechas de depósitos:

• 28/6 - 1000 euros
• 29/6 - 200 euros
• 1/7 - 500 euros
• 2/7- 200 euros
• 3/7 - 200 euros
• 5/7- 400 euros
• 10/7 - 200 euros

Fecha de retiro

• 2/7 - 2050 ( solicitud de retiro el 29/6)

Reenvio correo de solicitud de cierre de cuenta por adicción al juego el 28/6, el 2/7 y el 10/7. También la confirmación de cierre enviada por el casino el 10/7

Gracias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello tirion365, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of FestivalPlay Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 tirion365,

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

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

Alternatively, you can also 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.

Last but not least, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/es/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and it is also recommended to have a family member or a trusted fried to set up the password in your stead, for maximal protection.

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 a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej