Tonplay Casino - La richiesta di eliminazione dell'account da parte del giocatore viene ignorata.

I've asked them several times to delete my account at this casino, but they won't do it.

After making the request, I ended up depositing and spending €1,500 because of my gambling addiction.

I’m attaching screenshots of my requests—they’re more than obvious!

This casino takes advantage of players’ addiction!

Já pedi várias vezes para me apagarem a conta deste Casino e não apagam.

depois de já ter pedido já depositei e gastei 1500€ devido ao meu vício no jogo.

anexo prints dos meus pedidos mais do que óbvios!

este casino aproveita se do vício dos jogadores!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dezanove19,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"HOW WE CAN HELP

We advise all players who are concerned about their gambling behavior to take a break by excluding themselves from their gaming account. Self-exclusion will lock your account for a minimum of 6 months and no promotional material will be sent.

Contact our experienced Customer Support team via email [email protected] at any time to request this and they will kindly assist you. A 7 day cooling off period is also available. We recommend that you contact all other gambling sites where you have an account and request self-exclusion there also."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, of course, I've requested self-exclusion many, many times!

Sim claro, pedi várias várias vezes a autoexclusao !

I'm just sending a few screenshots. When this casino finds out we're addicted—even when we tell them and ask to self-exclude—they do it on purpose to keep our account open so we'll keep depositing and spending.

Envio apenas alguns prints. Este casino quando sabe que somos viciados é o dizemos e pedimos a autoexclusao fazem de propósito para manter a conta aberta e continuarmos a depositar e a gastar.

Dear Dezanove19,

Thank you very much for your clarification.

Since you confirmed that you also requested self-exclusion via email, could you please send me a copy of the original self-exclusion request you sent to [email protected], including the date it was sent and any response you received from the casino?

Please forward the relevant email communication to [email protected].

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Dezanove19,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru