After spending thousands and thousands of dollars, I contacted live chat to permanently delete my account - as they do not have an option to do it yourself. After being asked the reason why (not necessary for them to ask - clearly if people want to cancel it permanently they have a reason, this is just a retention strategy). I informed them I had deposited thousands and ended up with no withdrawal- they responded saying 'it is all about luck' and offered me a free chip to continue to play. Surely this is not responsible service of gaming? I did not even say yes, they just added it to my account instead of closing it.
I then had to go back on live chat and ask someone else to permanently close it - for some reason it 'needed to get sent to another department' and cannot be actioned straight away - this is very dangerous for people who have gambling problems and can keep depositing in the meantime.
I resisted the urge to use the account and waited to receive confirmation it was permanently closed - instead I received yet another email offering me free chips to keep my account open and continue playing. I did not respond, but I ended up not being able to resist and have deposited and spent even more money - $3,500.
I understand people should have willpower to simply not log in and play, but I thought that was the whole reason you could request your account to be permanently closed? This casino is well aware I wanted the account closed, can see from my history how much I have spent and not won, and have not processed either of my two requests to permanently delete the account - in fact they continued to try to entice me to stay. My account still remains open and I am extremely unhappy - if it had of been cancelled as requested I would not have lost even more money. I do not think this casino follows responsible gaming laws and believe I should be refunded the amount spent since (twice) requesting my account be permanently closed.
I cannot see a way to attach documents but I have screenshots of all chat conversations requesting closures and the chats and emails sent offering bonuses etc to keep it open.