Casino Lab - L'account del giocatore rimane attivo nonostante la richiesta di chiusura.

Good afternoon, on March 1st I requested the casino to close my account due to gambling problems. Far from closing my account, they continued offering me bonuses to keep playing. Since then, I have lost over €9,000 and they continue to ignore my requests to close the account. I haven't even received a response to my latest requests.

Buenas tardes, el 1 de marzo solicité al casino el cierre de mi cuenta por problemas con el juego, lejos de cerrar mi cuenta continuaron ofreciéndome bonos para seguir jugando, desde entonces he perdido mas de 9000€ y continúan ignorando mis peticiones de cierre de la cuenta. De las últimas solicitudes ni siquiera obtengo respuesta.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share any follow-up communication that took place around that time between you and the casino with me for review?
• After you learned your account wasn't closed, have you contacted the casino via email or chat and asked for assistance?
• Have you asked the casino for a refund due to failed player protection? Have you received any response?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Casino Lab Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas