Weiss Casino - La solicitud de cierre de cuenta del jugador es ignorada.

I tried to close my account on the casinos live chat, i made the request the agent asked me what is the reason that i would like to close my account and i explained why and the next day i went to check if my account was closed and it was still open and i was allowed to deposit and continue playing to my surprise. I managed to make 2 deposits which i should not have been able to do.

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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

Hello yes i informed them i do not like their rewards and promotions so i want to close the account i told them twice, i have already uploaded the screenshots to you. Once i asked to close my account they asked for a reason, i gave the answer but they kept my account open. I also asked for a manager many times and they refused to transfer me to a manager or supervisor.

Hello Tellz1,

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

Dear Tellz1,

Thank you for your response.

Although I understand your frustration, based on the information provided, you requested a standard account closure because you were dissatisfied with the casino's rewards and promotions. You did not express any gambling-related concerns or request self-exclusion due to a gambling problem.

Please understand that we are not in a position to penalize casinos for failing to close a player's account following a standard account closure request. Responsible gambling measures are expected to be applied when gambling-related problems are clearly communicated to the casino.

Therefore, without evidence showing that you informed the casino about gambling-related concerns and the casino failed to act accordingly, we cannot request a refund of the deposits you made after your account closure request.

For these reasons, we are unable to proceed with your complaint, and it will now be rejected.

Thank you for your understanding.

Best regards,

Attila