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

On December 18th, I requested that they close my account because I struggle with gambling addiction and am spending more than I can afford. They have ignored my email, and I have been able to continue playing. I have now lost 2992 euros.

I have screenshots of the email I sent and screenshots of all my deposits.

Jag bad den 18 december om att de skulle stänga mitt konto på grund av att jag inte klarar av att spela då jag har ett spelberoende och spelar för mer än vad jag har råd. De har ignorerat mitt mail och jag har kunnat fortsatt spela. Jag har nu förlorat 2992 euro.

jag har skärmdumpar på mitt mail jag har skickat och skärmdumpar på alla mina insättningar.

Dear Emmanot,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-Exclusion

In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.

email: support@skyhills.com

Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.

During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.

Please remember that when requesting self-exclusion, it's important to follow a few simple steps to ensure a successful outcome:

• Send your request to the correct email address provided in the general terms and conditions of the casino.
• If your email goes unanswered, utilize other communication channels to address your concerns or send multiple emails.
• Clearly state the reasons why you wish to have your account self-excluded - gambling problem.

The screenshot you attached to this complaint does not mention a gambling problem. If there is any other self-exclusion request in which you clearly inform the casino about your gambling problem, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Emmanot,

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.