RioAce Casino - El jugador enfrenta un retraso en el cierre de su cuenta.

Hello!

I have tried to close the account, talked to both live chat and emailed support but no response. I have emailed 5 times that they are going to close my account indefinitely? Can you help me with this?

All the best and thank you for the super valuable work you do.

Hej !

Har försökt att stänga kontot pratat med både live chatt samt mailat support men inget svar. 5 gågner har jag mailat om att dom ska stänga mitt konto på obestämd tid? Kan ni hjäla mig me det här?

Allt gott och tack för jobbet ni gör supervärdefullt

Dear shine0909,

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 protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully completes a self-exclusion, the casino agrees not to reopen this account, or if it does, only under specific circumstances.

• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please specify the reason for closing your account?
• What does the disputed amount of kr2000 represent in this situation?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

Dear shine0909,

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,
Tomas
Casino.Guru