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

I repeatedly requested that my account be closed because I was losing money and did not want to continue gambling. I also stated that I did not want to be tempted to keep playing. Instead of closing my account, the casino continued sending me bonuses, cashback offers, and messages encouraging me to continue gambling. Even after I declined those offers and asked again for my account to be deleted, they continued to contact me with promotional offers. I am asking Casino Guru to review this as a failure to honor repeated account closure requests and irresponsible gambling-related conduct.

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Dear User_2847,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To clarify, I would like to explain the difference between closing an account and self-exclusion:

Closing an account is a straightforward process that typically has minimal consequences. The player retains the ability to reopen their account at any time, and the casino has no obligation to the player. In fact, the casino may attempt to retain the player by offering bonuses or additional special advantages.

On the other hand, self-exclusion due to a gambling problem carries significant implications. When a player successfully requests self-exclusion, the casino commits to not reopening that account, or if they do, it will only occur under specific circumstances (after a designated cooling-off period, and this option is not available for players who struggle with addiction or gambling problems).

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello Kristina,

Thank you for your assistance with my complaint.

PlayAmo has agreed to issue a full refund of CAD $13,710, which I have accepted. I have provided my banking details and I am currently waiting for the funds to be processed.

I will confirm once the payment has been received and cleared.

Thank you again for your help throughout this process.

Kind regards,

User_2847

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

Dear User_2847,

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,

Kristina