Batery Casino CA - Запрос на закрытие аккаунта игрока задерживается.

Dear Casino Guru Support Team,

I am writing to file a complaint against Batery.win for failing to take responsible gambling seriously. I informed them that I have a gambling addiction and requested to close my account. However, instead of assisting me immediately, they made the process complicated and continued to offer me bonuses.

Even after disclosing my problem, I was still able to deposit and lose hundreds of dollars. This goes against any responsible gambling policy, and I believe their actions are highly unethical.

I would appreciate it if you could look into this matter and take appropriate action. Let me know if you need any further details.

Best regards,

François

Dear franklarouche01,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-Exclusion

10.1. Self – exclusion is a formal process whereby a customer will request us to prevent them from being able to access our products or services for a specified period of time, or in some cases indefinitely.

10.2. They can self- exclude for a period of time for, 1 month, 6 months, 1 year, 2 years, 5 years or indefinitely.

10.3. Once a self – exclusion has been activated customers cannot access the account. An arrangement will be made to pay any balance on the account.

10.4. A self-exclusion cannot be overridden, cancelled, or changed until the period by which the selfexclusion finishes has been reached.

10.5. When the period of the self-exclusion has finished, and the customer wishes to re-open their account they must contact Support and request this. The account will be reinstated once a period of 24 hours has elapsed, giving the customer a cooling off period to decide if it is the correct decision.

10.6. The customer can also extend their self-exclusion following the normal guidelines for exclusion.

10.7. During Time-Out and Self-exclusion, the Company will do everything to suppress any marketing sent to any customers who have opted for these measures.

Have you tried contacting the casino via email? Could you please advise if you've provided the required documents? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear franklarouche01,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.