FeliceBet Casino - Учетная запись игрока остается открытой, несмотря на запрос о закрытии.

Hello, the usual casinos. I'm asking for account closure and cancellation because I explain that if you deposit, they don't give you a refund and you only lose money. I want to close and delete my account. They tell me to send an email with a request. After the last of many emails on January 31st, they insist on keeping it active. I say no... I open the account today and find it open for 700, and I lose. Since they told me it was closed, I want my money back.

Salve soliti casino'. Chiedo chiusura account cancellazione poiche' spiego che si versa non danno ritorni e si perde solo e voglip chiudere camcellare account. Mi dicono di mandare email con richiesta . Dopo l'ultima delle tante email il 31 gennaio insistono di rimanere attivi dico di no....apro il conto oggi e lo trovo aperto verso 700 e perdo. Poiche' mi avevano detto che era chiuso voglip indietro i miei soldi

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 luxor83,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi, can I attach screenshots here? I can't send them via email.

Ciao cara posso allegare screenshot qui? Non riesco a mandarli via email

Hi dear, nothing, not even after the request in chat, they closed it. I want my money back, they can't always get away with it.

Ciao cara nulla neanche dopo la richiesta in chat hanno chiuso. Voglio i miei soldi indietro non possono passarla sempre liscia

Hello luxor83,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok I'm waiting thanks

Ok attendo grazie

Thank you for the screenshots and for your patience while I was out of the office.

Have you contacted the casino customer support via email as suggested by the live chat agent? Please note that live chat support often does not have full access to players' accounts and may not be able to self-exclude the account on your behalf. That is why it is important to follow the guidance they provide and contact the relevant department through the appropriate communication channel.

If you sent an email to the casino, please forward it to me at [email protected].

Dear luxor83,

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.