Riviera Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I requested a permanent closure at this casino, and they ignored it. As you can see, I am a compulsive gambler, and they took advantage of the fact that I was playing a lot until I spent everything and wanted to throw myself out the window. What I am asking for is a refund of the deposits made since I requested the permanent closure. Even in their chat, they agree with me, but they say they won't return the money... I attach evidence. I have more photos.

en este casino solicite el cierre para siempre y se lo pasaron por alto. Ya que si te fijas soy un jugador compulsivo y se aprovecharon de que estaba jugado mucho hasta que gasté todo y y quise tirarme por la ventana. Lo que yo pido es el reembolso de los ingresos realizados desde que solicité el cierre para siempre. Hasta ellos mismos en su chat me dan la razón pero que el dinero no me lo devuelven… adjunto pruebas . Tengo mas fotos.

Hello Xotin35,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Riviera Casino. Please allow me to ask you a few more question before we would move forward.

• Did you mention gambling addiction in your request?
• When exactly did you request for the exclusion?
• Is there any evidence of your request which you can forward to nikolas.b@casino.guru?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, I contacted the chat on Wednesday to tell them the problem I had. I didn't want to continue spending more and I REQUESTED THE PERMANENT CLOSURE of my account.

On Thursday I get in touch again and on Thursday night I spend 500€ and have an attack where I am on the verge of hurting myself. That is when in the chat they already give me the quick closure and I call the police etc…

They took advantage of my compulsive gambling disorder and that's why they didn't close my account.

I am attaching a screenshot from when I requested the closure again on Thursday morning. I don't know if it will let me upload it because of the size, otherwise I can send it to you wherever you want.

I only ask for the refunds made Wednesday afternoon and Thursday and Friday. Yesterday I contacted them and they tell me that they are very sorry for what I said.

happened but they are not going to give me anything back.

help me please

Si yo el miércoles me puse en contacto con el chat para decirle el problema que tenía. Que no quería seguir gastando más y SOLICITO EL CIERRE PERMANENTE de mi cuenta.

el jueves me vuelvo a poner en contacto y el jueves noche gasto 500€ y m da un ataque donde estoy al borde de hacerme daño. Entonces es cuando en el chat ya me hacen el cierre rápido ya que llame a la policía etc….

ellos se aprovecharon de mi enfermedad de juego compulsivo y por eso no cerraban mi cuenta.

adjunto pantallazo del cuando volví a solicitar el cierre el jueves pronto. No sé si me deja subirlo por tamaño sino se lo envío donde quieran.

yo solo pido los reembolsos realizados miércoles tarde y el jueves y viernes.ayer me puse en contacto con ellos me dicen que sienten mucho lo

ocurrido pero que no me vana. Devolver nada.

ayudarme porfavo

Hello, it's going to be 6 days and nobody says anything...

can you help me??

Hola buenas va a hacer los 6 días y nadie dice nada…..

me pueden ayudar??

Dear Xotin35,

Could you please specify the exact date and time when you first mentioned your gambling addiction to them? Additionally, kindly forward any evidence of this communication to nikolas.b@casino.guru for further review.

Please note that without concrete evidence, we are unable to proceed with your case. Also, keep in mind that self-exclusion requests take time to process, so if you made any deposits immediately after your request, those funds may not be refundable.

Best regards,

Nick

Look, I requested it for days of agreement. As much as 3 days before or more. Even they themselves said that it could not be closed, that they would escalate the case and send me an email.

with the answer. Well, the day I almost committed suicide and I asked for it via chat since they hadn't closed my account... LOOK, THAT DAY IT COULD BE CLOSED FROM THE CHAT... I didn't have to go through any registration... From what I see, this is all the same. And we have reported them from Spain, even the guys themselves asked me for forgiveness for not having closed my account before. I asked for it to be closed on Wednesday and until I... Or I told them that I was committing suicide because I was spending what I didn't have, they didn't close it on the spot without having to send anything anywhere.

This is called responsible gaming law.

Mire lo solicité durante días de acuerdo. Tanto como 3 días antes o más. Hasta ellos mismos decían que no se podía cerrar que escalan el caso y me enviaran un email

con la respuesta. Bueno pues el día que casi me suicido y lo pedí por el chat y a que no me habían cerrado la cuenta… MIRA POR DONDE QUE ESE DÍA SI SE PODÍA CERRAR DESDE EL CHAT … no tenía que pasar ningún registro…. Por lo que veo esto es todo lo mismo. Y los tenemos denunciados desde España ya hasta los propios chicos me pedían perdón de no haberme cerrado la cuenta antes. Le solicité el cierre el miércoles y hasta que yo. O le dije que me suicidaba porque estaba gastando lo que no tenía no me la cerraron en el acto sin tener que enviar nada a ningún sitio.

esto se llama ley de juego responsable.

Dear Xotin35,

As no evidence has been provided so far, I will be prolonging the timer by 1 more week.

Please forward the requested information otherwise we will be forced to close the complaint.

Awaiting your response.

Regards,

Nick

Dear Xotin35,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.