Unlim Casino - La solicitud de cierre de la cuenta del jugador sigue sin resolverse.

I have an account here and found that I am unable to sign out of my account. It may seem like a silly complaint to you but I do not wish to play at this casino and have asked them to close the account. I have never played at a casino where I was unable to log out if my account. I find this very unsafe. I just want to close the account please . I have chatted with the casino and emailed and still the account is open.

Dear Casbar1,

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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Thank you for your response, I did not keep my emails sent to them. I would prefer to self exclude as I have no intention of playing at the casino. The reason being is that I do not simply wish to play there.

Thank you for the clarification. Please note that at Casino.Guru, we assist players with account closures only if they are experiencing gambling problems and wish to self-exclude due to gambling addiction.

If you do not feel that gambling is causing you any problems and you are able to fully control your gambling habits, you can simply stop visiting the casino website. In such cases, your account will eventually be closed automatically due to inactivity.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Unlim Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

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

If you wish to self-exclude, please fill out the form I posted, send it in a new email to Unlim Casino ([email protected]), add my email address to the CC ([email protected]) and keep me informed about any further developments. Thank you in advance. 

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

Dear Casbar1,

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,

Veronika