Sankra Casino - La solicitud de cierre de cuenta del jugador fue ignorada.

I asked for my account to be closed but nothing was done so 5 days later I lost more due to their negligence and I’m asking for a refund of the funds lost after the requested time of the account to be closed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

This was the request made to close my account. I received a automatic response from sankra but 5 days later is when i noticed nothing was done.

Additionally the reason was significant loss in funds is what warranted the closure.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the account closure request.

Although I understand your frustration, please note that we do not consider casinos to be obligated to close a player's account upon request unless the request is made as a self-exclusion due to gambling problems. A standard account closure does not carry the same responsible gambling obligations as a self-exclusion.

Could you please clarify whether you would like to proceed with a self-exclusion due to experiencing gambling problems?

I look forward to your reply.

Best regards,

Attila

It was due to gambling related problems

Thank you for your response. Could you please forward the communication in which you stated gambling-related problems to the casino? Additionally, do you currently still have access to your account?

I look forward to your reply.

Dear player,

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