Gambiva Casino - La solicitud de cierre de cuenta del jugador es ignorada.

I have an account and ask them to close it because of gambling problems but they dont react at all so I want the money back I spend after zending the mail to close the account

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Under the self-exclusion option, the player can contact the Company’s support team via email support@gambiva.com and let it know if the player wishes to stop gambling on the Website for a certain period of time or indefinitely. Upon receipt of such request, the Company will take necessary measures to block player’s access to the account and cease sending any marketing and promotional materials. The specified conditions will take effect upon receipt of an email confirmation for your selected self-exclusion, which will be dispatched to the email address associated with your account registration. The email will indicate the date of completion for the self-exclusion. It is important to be aware that requests submitted through our chat function will not be handled. Instead, a customer support agent will guide you to utilize our customer support email service. Please note that requests made via our chat function will not be processed. However, a customer support agent will direct you to our customer support email service.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Sherry81,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru