Slotimo Casino - Se ignora la solicitud del jugador de cerrar la cuenta.

I've requested closure but they're not doing it, I've already sent many emails explaining why but they're not closing my account! Isn't it my right?

Ich habe die Schließung beantragt aber sie tun es nicht, viele Mails schon geschrieben mit Begründung aber sie schließen meinen Account nicht! Es ist doch mein gutes Recht oder?

Dear Gluecksmaus,

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 account anytime, and casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Dear Gluecksmaus,

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.

Account already closed, thank you very much

Account bereits geschlossen, vielen Dank

Dear Gluecksmaus,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru