Casino-X - L'account del giocatore è stato chiuso ma i problemi persistono.

I asked to close my account and made it clear that I was struggling with a gambling problem and mental health issues. My account was closed and I asked if there was any way I could get my money back. The answer was no, which I understand — I had lost the money myself.

However, I was suggested that I could reopen the account and get a cashback bonus. As a result, I started playing again. I then requested several times to close my account, but I felt that my requests were not responded to quickly enough. It took several days for the account to be closed.

Additionally, I continued to receive marketing and advertising messages even though I had explicitly disclosed my gambling problem and mental health issues.

In my opinion, the actions were not sufficiently responsible and did not comply with the principles of responsible gaming.

Pyysin pelitilini sulkemista ja toin selkeästi esiin, että kamppailen peliongelman ja mielenterveysongelmien kanssa. Tilini suljettiin, ja kysyin samalla, olisiko mitenkään mahdollista saada häviämiäni rahoja takaisin. Tähän vastattiin kieltävästi, minkä ymmärrän — olin itse hävinnyt rahat.

Minulle kuitenkin ehdotettiin, että voisin avata tilin uudelleen ja saada cashback-bonuksen. Tämän seurauksena aloin pelata uudelleen. Pyysin tämän jälkeen useaan kertaan tilini sulkemista, mutta pyyntöihini ei reagoitu mielestäni riittävän nopeasti. Tilin sulkemisessa kesti useita päiviä.

Lisäksi sain edelleen markkinointi- ja mainosviestejä, vaikka olin nimenomaisesti tuonut esiin peliongelmani ja mielenterveyteen liittyvät vaikeuteni.

Mielestäni toiminta ei ollut riittävän vastuullista eikä vastannut vastuullisen pelaamisen periaatteita.

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Stay safe.

Dear leevinieminen176,

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

To better understand the situation, please allow me to ask you a few questions:

• When did you initially first request to close your account?
• Do you recall the date when your account was reopened and when the cashback bonus was offered?
• Have you unsubscribed from the casino’s marketing communications?
• Could you please share copies or details of your self-exclusion requests with me? You may send this information to my email address at [email protected].

In the meantime, I also recommend reviewing the resources available in our Responsible Gambling Guide, which you can find here:

https://casino.guru/responsible-gambling-guide

I hope we will be able to assist you in resolving this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petra