RX Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de autoexclusión.

Hello, the casino is not serious. They left my account open despite the fact that I reported my gambling problems several times. Now they are asking me for a selfie of me with my ID photo. Could you please help me close this account and I would like to recover my last deposit of 100 euros. Thank you.

bonjour le casino n est pas sérieux il m ont laisser le compte ouvert malgré que j'ai signalé à plusieurs reprises mes problèmes de jeux, et maintenant il me demande un selfie de moi avec ma photo d identité, pourriez-vous svp m'aider à fermer ce compte est je voudrais récupérer mes dernier dépôt d un montant de 100 euros, en vous remerciant

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RX Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when the last time the casino allowed you to deposit?
• Could you please specify when you disclosed your gambling problems to the casino and when the casino requested a selfie from you? Have you provided the document that the casino requested?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another self-exclusion request, but this time, include me in the copy of your email. In addition to sending the self-exclusion request, I would recommend you submit a selfie to the casino as well if you haven't done so already. (No need to send the selfie to me.)

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings RX Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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, the casino is asking me to send my ID in the second message for my gaming problems, by the way, it wasn't done the first time, it's deaf language, they have never paid me my cashback since I started playing with them to this day the account is not closed and my last deposit was on July 11. Sincerely ******** I hope you can help me

bbonjour le casino me demande d envoyer ma pièce d identité au 2ème message pour mes problèmes de jeux d'ailleurs ce n as pas été fais la première fois , c est du langage de sourd , il ne m ont jamais payer mon casbak depuis que je joue chez eux à ce jour le compte n est pas fermé est mon dernier dépôt date du 11 juillet. Cordialement ******** j espère que vous pourrez m'aider

Bo casino finally closed my account but did not refund my deposit, and now they are not responding

bo casino à enfin fermer mon compte mais ne m ont pas remboursé mon dépôt, et maintenant il répondes plus

Thanks for the update.

When was the first time you informed the casino about your gambling problems? Would you be able to provide that communication as well as evidence?

My email is tomas@casino.guru

I apologize for the inconvenience.

Dear Rebecca85,

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