Thank you for your reply.
Gambling issues-related account closure requests are always handled with priority, as per our procedures; nevertheless, cases of account closure requests which are linked to the casino experience itself and do not point towards problematic gambling are approached by our staff by communicating with our players in order to understand what we can do to provide better service. We strongly rely on the player’s feedback in order to establish which sort of situation we are facing, therefore the reasoning given is paramount and may dictate the type of approach that we will take.
In this case, our staff repeatedly attempted to understand whether we are facing a problem-gambling related situation; the responses received (“i am done and dont want to play here anymore.”” No , I want to close it - thats all. “) pointed towards a possible issue in the Casino.
Furthermore, information regarding the account closure process and timelines was clearly and transparently given as soon as the request was presented. The contact e-mail of the Rewards Team was also provided, while the agent clearly communicated the fact that contact will be made as soon as the Team will be in the office, on the next business day.
On the next business day, first thing in the morning, an Account Manager reached out regarding the request; considering the reasoning received, the Account Manager asked for a confirmation of whether the request still stands and attempted to understand which specific aspect of the casino experience led to the request. As also mentioned in the communication that day, the Account Manager was available and easily reachable via e-mail. No response was received; otherwise, the Account Manager was ready to continue guiding through the process. Furthermore, on any mention of problem gambling, the account would have been closed with priority.
In line with this, we do need to point out that the reason for which the request made on the 25th of December led to immediate restriction of real-money transactions and, subsequently, permanent closure of the account was precisely the fact that this was a problem-gambling related request. We do not take such matters lightly, nor do we step back from our responsibility towards maintaining a safe gambling environment. Nonetheless, when encountering account closure requests that do not point towards problem gambling, our approach centres around improving the Casino experience in accordance with the feedback received, which our team of Account Managers attempts to gather by openly discussing any issue encountered by our customers along the way.
As always, we will continue to review and improve our procedures and policies, ensuring that we are complying with the industry standards. Nevertheless, the facts of this matter remain unchanged – a request for account closure was made, with no mention towards problem gambling; our staff provided complete and precise information regarding the account closure steps and timelines; the steps and timelines communicated were fully respected, contact was made towards completing the process; our staff then received no response, therefore the process could not be completed. Based on these facts, we consider the transactions to have been made in good faith, and find no grounds for a possible refund.