BetRiviera Casino - Запрос игрока на закрытие аккаунта был отложен.

I requested my account closure on July 14th when i mentioned that i was having gambling issues. However, this did not happen in due time and allowed me to keep depositing. Yesterday ive deposited over 200€ which makes lots of difference in my wallet these days. Can someone help me? I've already requested the reumbursement but no reply so far. What else can we do?

Can't find the casino on your website at all but the holder is "Tronabriz Limitada"

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Dear RuiS,

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:

"Gambling at an online casino is mostly done for entertainment purposes. However, there is a certain percentage of people who lose control over themselves while gambling. Before starting to play, it is important to realize that gaming shall not be viewed as a source of income or means of recovery from debts. It is useful to keep track of the time and the amount of money spent at an online casino daily.

Besides, as a player, you have the opportunity to request restriction of gaming activities, feel free to reach out to us by [email protected]."

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

Could you please send me a copy of your self-exclusion request in which you informed the casino about your gambling problem? If possible, please include the entire email conversation with the casino. You may attach it directly to this complaint or send it to [email protected].

Did the casino ask you to complete or confirm any self-exclusion request as described in its Responsible Gambling Policy? If so, did you complete that step?

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

Karla M.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RuiS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla