The Clubhouse Casino - Beschwerde des Spielers über verspätete Kontoschließung.

On 16th June 2024, I requested the manager of Clubhousecasino to close my account. I did not receive a response and was able to continue playing. On 21st June 2024, I requested again for my account to be closed, but once more, there was no reaction. I was still able to play and make deposits. It was only today that my account was closed after I filed another complaint.

Ich habe am 16.06.24 dem Manager vom Clubhousecasino gebeten mein Konto zu schließen. Darauf habe ich keine Antwort bekommen so das ich weiter Spielen konnte. Am 21.06.24 habe ich noch mal drum gebeten mein Konto zu schließen, und wieder kam keine Reaktion. Wieder konnte ich weiter Spielen und Geld einzahlen. Erst heute wurde mein Konto geschlossen auf Grund erneuter Beschwerde

Dear Andi02,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru
• Could you please specify the dates of your deposits in the casino?

Thank you very much in advance.

Best regards,

Tomas

Thanks for your email.

I am sorry but in the communication you sent, your gambling problems aren't mentioned. If you don't inform the casino about any gambling issues you are considered still in control of your gambling and are not eligible for any refund of lost funds in our opinion. If your only objective is to leverage our platform for the casino to offer you bonuses, we won't be able to help.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

I'll await your reply.

Dear Andi02,

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.