What Happened
A player from Norway says they spent 6 to 11 April trying to get their account shut, as gambling was causing them problems and big losses. According to the player, support could not close it, and two VIP hosts offered bonuses while it stayed open. They say they deposited €2,300 after first asking for closure and want that money back.
How It Developed
- Complaint opened with the player's support and VIP messages and screenshots of the deposits.
- The player asked the casino to reply, pointing to other complaints about the same issue.
- The casino said its terms, accepted at sign-up, give it 72 hours to process a closure, with the player responsible for any play until then. It said the account was closed for good once processing finished.
- The player said nobody had mentioned 72 hours, that the first closure email went out on 6 April, and that the account was only closed on 12 April after many emails.
Ongoing
The casino says its terms allow 72 hours to close an account; the player says it took six days and wants €2,300 refunded.
What Has (and Hasn't) Helped
Not settled yet. The casino's answer rests on a 72-hour processing rule in its terms. If you need to stop, use the site's own self-exclusion tool if it has one, keep your dated emails, and ask for the account to be locked at once rather than closed later.