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I requested the closure of my account due to problems with the game from the message inbox of your casino and in the chat and no one closed it. I requested it due to problems with the game and they did not close it to me. I request a refund of the income.

solicite el cierre de mi cuenta por problemas con el juego desde la bandeja de entrada de mensajes de su casino y en el chat y nadie me la cerro. La solicite por problemas con el juego y ellos no me la cerraron. Solicito la devolución de los ingresos.

Dear Xotin35,

Thank you very much for submitting your complaint and sharing your experience with the other players. I’m sorry to hear about your problem. Could you please clarify if you have tried to simply close your account for a certain period or to self-exclude yourself from the casino permanently? The self-exclusion should be granted immediately, however, account closure needs some time to be processed. Do I understand it correctly that your account remains accessible? Could you please forward the email containing your request for the account closure or screenshots if you have requested it via Live chat? My email address is nikolas.b@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Nick

I informed them that I have problems with the game and they did not listen.

Les comunique que tengo problemas con el juego y no hicieron caso.

these are the last messages you send. I have a problem that I do not control, even after these messages the account was open and it allowed me to enter and play.

estos son los últimos mensajes que envíe . Tengo un problema que no controlo, aun después de estos mensajes la cuenta estuvo abierta y me dejo ingresar y jugar.

Thank you very much Xotin35 for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Xotin35,

I looked at your complaint and will do my best to help you. I would like to invite 5plusbet Casino into this conversation. Can you specify why you didn't close player's account after player's request?

Dear Xotin35,

Your account was successfully closed 31 august.

My account was closed on the 31st at night since from the chat an employee advised me to retry the writings.

the accounts should have been closed a month ago.

On the 30th at 12 o'clock in the morning, as is well stated in the screenshot, I let him know again, and you paid no attention, being able to continue playing and violating the terms and conditions. On the 31st I wrote to them again and at night from the chat. I do not lie.

If you say that I did not send anything, it is you who are lying, since if so on the 30th they should have closed me and even so they let me continue playing another € 300 more. I think it's more than clear.

Mi cuenta se cerro el 31 por la noche ya que desde el chat me aconsejo un empleado reintentar los escritos.

la cuentas se tenía que haber cerrado hace un mes.

el dia 30 a las 12 de la mañana como bien consta en la captura de pantalla se lo hice saber de nuevo, y no hicisteis ni caso pudiendo seguir jugando y violando los terminos y condiciones. El 31 les escribí de nuevo y por la noche desde el chat. Yo no miento.

si ustedes dicen que no envie nada los que mienten son ustedes ya que de ser asi el dia 30 ya me tenían que haber cerrado y aun asi me dejaron seguir jugando otros 300€ mas. Creo que esta mas que claro.

If I tell them that I have a gambling problem immediately, they have to close the account.

Si yo les digo que tengo un problema con el juego en el acto se tiene que cerrar la cuenta.

Dear Xotin35,

We do not say that you are lying, your account was blocked at your request as soon as possible.

They should have closed it the moment they knew it and not let me continue to play. I am discussing it with the lawyer and he tells me that I am absolutely right. And that I can request full refunds for violating the casino's terms and conditions.

Already a bad one since the 30th Since that is how I emphasized it again in the messages. I do not have time for these things and otherwise we will denounce. You will tell me. Thank you

Me la tenian que haber cerrado en el momento que lo sabian y no dejarme seguir jugar. Lo estoy hablando con el abogado y me dice que tengo toda la razon. Y que puedo solicitar el total de los reembolsos por violar los terminos y condiciones del casino.

y a una mala desde el dia 30 Ya que asi se lo volvi a recalcar en los mensajes.no tengo tiempo de estas cosas y sino denunciáremos. Ustedes me diran. Gracias

I see that they do not respond. We will denounce

Veo que no responden. Denunciaremos

Dear Xotin35,

As we said, we blocked your account at your request, but we can also unblock it at your similar request, because we have no reason to deny you. If you wanted to self-limit yourself, you should have used this form (screenshot) in your personal account.

let's see that I have requested the closure due to problems with the game that cannot be reopened. These are terms and conditions of responsible gaming. I'm not going to argue anymore. I will send it to my lawyer to report it and let it be known to the casino's gaming regulator.

a greeting, I see that you are still in your thirteen well nothing

vamos a ver que e solicitado el cierre por problemas con el juego eso no se puede volver a abrir. Son términos y condiciones de juego responsable. Yo no voy a discutir mas. Lo enviare a mi abogado que denuncie y que lo haga saber a la reguladora de juego de si casino.

un saludo, veo que ustedes siguen en sus trece pues nada

Are you going to refund my money? Or do I have to report? I want to end this now.

thanks greetings

Me van a reembolsar mi dinero?? O tengo q denunciar? Quiero terminar con esto ya.

gracias un saludo

Nobody answers

Nadie responde

Dear Casino,

are you going to refund player's money or not? You sholud close the player's account immediately and in this case you should refund his money.

The account is closed now but they didn't close it when they had to, allowing me to continue playing. Which is to violate the terms and conditions of responsible gaming.

La cuenta está cerrada ya pero no la cerraron cuando tenían que hacerlo permitiéndome Seguir jugando. Cosa que es violar los términos y condiciones de juego responsable.

My account has to be closed due to problems with the online game as I told you and under no circumstances can it be reopened

Mi cuenta tiene que estar cerrada por problemas con el juego online como les dije y bajo ningún concepto puede reabrirse

Dear Xotin35,

For players like you, we have a special function in your personal account (see screenshot), you had to use it. Unfortunately, we cannot refund your deposited funds.

Well, I have to report them and that the competent authority decides what happens

Pues tengo q denunciarles y que la autoridad competente dictamine que pasa

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Please, let me know when competent authority decides, my email: viliam.v@casino.guru.