Thrillsy Casino - El jugador no puede cerrar la cuenta a pesar de su adicción al juego.

The casino won't let me close my account even though I have informed them that I have a gambling addiction and that having the account active is causing significant harm.

They show no sense of responsibility or sensitivity towards this kind of situation.

O casino não me deixa encerrar a conta mesmo quando informo que se trata de um vício de jogo e que está a ser bastante prejudicial ter a conta ativa.

Não mostram qualquer tipo de responsabilidade nem sensibilidade em relação a este tipo de situações.

Dear Jorgesilva26,

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

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from thrillsy.com, he/she needs to contact us on the following email address: customercare@thrillsy.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward me all the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru. When was the first time you informed the casino about your gambling problem?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have forwarded the emails sent to customercare@thrillsy.com

Thanks

Já reencaminhei os e-mails enviados para customercare@thrillsy.com

Obrigado

The first time I informed the casino of my account closure request was on 6-7-2024

A primeira vez que informei o casino do meu pedido de encerramento de conta foi no dia 6-7-2024

Thank you for your reply, Jorgesilva26. Have you made any deposits since then? If yes, please post the total amount spent since then.

Also, do I understand correctly that the casino failed to respond to your self-exclusion request or any other messages?

Dear Jorgesilva26,

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.

Recently, the casino sent an email closing my account for a period of 3 months, not respecting the request I made to close it permanently.

Yes, I made some deposits between the time of the self-exclusion request. I can't say for sure at the moment, but I'll check the amount on my bank statement.

Recentemente o casino enviou um e-mail a encerrar a minha conta pelo período de 3 meses, não respeitando o pedido de encerramento que fiz para encerramento de forma definitiva.

Sim, fiz alguns depósitos entre o periodo do pedido de autoexclusão. O valor dos depósitos não consigo dizer ao certo de momento mas vou verificar no extrato bancário

Alright. Please get back to me when you have an estimate of the amount so I can update the dispute value.

Dear Jorgesilva26,

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.