24Slots Casino - Παράπονο του παίκτη για αποκλεισμό λογαριασμού και αίτημα επιστροφής χρημάτων.

Hello,

I have several concerns for which I'm requesting a refund from the casino. Let's start: I turned €2000 into about €11000. Considering I've had a problem here before and ended up gambling all my money away, I immediately asked to have my account blocked via Support Chat on the 2nd of March, when I won the amount. The support representative, to my dismay considering the history I shared about money loss, suggested I should reach out via email. I did that immediately on the same day. However, the email bounced back due to some sort of error, probably because the support provided me with the wrong email address. I reported back to the support team, but they informed me that they weren't responsible for this particular case and gave me another email address. My account still wasn’t blocked. Several times thereafter, I pleaded with them to block my account as I have a severe gambling addiction and knew how this was going to end. Their only response was their standard message, recommending, once again, to contact them via email. This cycle took forever and, eventually, it all went too late - the damage had already been done and I lost not just €6000, but the other €5000 already in the payout process. I was then informed that I had to get myself identified at a notary's office, even after providing a photo of myself holding my ID, a bank statement, pictures of my ID including front and back, etc - just the usual stuff. Ten days later, the money was credited back into my account and I had to start the whole process over again. Long story short, I gambled away the remaining €5000 as well. Despite my requests, my account was not blocked, my funds were not secured, etc. I also was not able to cash out my money from a sports bet, despite having requested it immediately as it appeared - and that for five times consecutively with different amounts. Every time, the message was "please contact support" etc. I firmly believe that I've been treated unfairly multiple times here and, therefore, I’m seeking for a compromise and demand at least a substantial part of the money back.

Thank you for the help!

I have further attachments, if necessary, saved as photos on my phone. However, I believe all of this can be substantiated by 24Slots. I'm just trying to stand up for my rights and I don't feel that I have been treated rightly.

Best,

Timo

Hallo,

ich habe hier mehrere Anliegen, weshalb ich eine Rückzahlung des Casinos einfordere. Fangen wir an: Ich habe aus 2000€ ca. 11.000€ gemacht. Da ich bereits hier schonmal das Problem hatte und das ganze Geld verzockt habe, habe ich direkt am 02.03 als ich den Betrag gewonnen habe, um eine Sperrung meines Kontos per Support Chat gebeten. Dieser meinte zu mir (was bereits fatal ist, nachdem ich meine Geschichte und dem verlorenen Geld in der Vergangenheit erwähnt habe) das ich mich per Mail wenden sollte. Das tat ich dann direkt am selben Tag. Daraufhin kam die E-Mail zurück, da eine Art Fehler auftrat, evtl hat der Support mir die falsche e-mail gegeben. Dann habe ich mich an den Support gemeldet, der meinte aber er wäre für den spezifischen Fall nicht zuständig und diese sand mir dann eine andere Email. Mein Konto wurde immer noch nicht gesperrt. Ich habe danach noch etliche Male darum gebeten, dass sie doch bitte mein Account sperren sollen da ich schlimme Spielsucht besitze und daher weiß wie das enden wird. Daraufhin nichts außer die Standard vorgefertigte Nachricht beim Support wieder, man solle sich per Email melden. Das ganze dauert ewig und naja, nun war es zu spät - das Kind ist bereits in den Brunnen gefallen und ich habe anfangs nur 6000€ verspielt, da die anderen 5000€ schon in Auszahlung waren. Nun bekam ich eine Nachricht, dass ich nun bei einem Notar mich noch identifizieren lassen muss, nachdem ich bereits Foto mit Ausweis und meinem Gesicht gemacht habe, ein Bak Statement, Ausweis Vorder und Rückseite, etc - das übliche halt. Nun, dann wurde das Geld wieder auf mein Konto zurück verbucht nach 10 Tagen und ich durfte das ganze wieder von vorne antreten. Ende des Liedes: ich habe die restlichen 5000€ auch verspielt. Mein Wunsch nach Sperrung des Guthabens, des Accounts, etc wurde nicht nachgegangen. Noch dazu konnte ich bei einer Sportwette das Geld nicht per Cash out auszahlen, obwohl ich es direkt beim erscheinen angeklickt habe - und das 5 mal hintereinander bei verschiedenen Beträgen. Da stand jedes Mal "bitte beim Support melden" undso. Ich bin der Meinung, dass ich hier mehrfach zu unrecht behandelt wurde und möchte daher einen Kompromiss treffen und fordere daher mindestens einen Großteil des Geldes zurück.

Vielen Dank für die Hilfe!

Noch mehr Anhänge habe ich sofern nötig noch auf dem Handy als Fotos. Denke jedoch das ist alles auch nachweisbar für 24Slots. Ich möchte hier nur für meine Rechte einstehen und ich habe nicht das Gefühl, dass ich zu recht behandelt wurde.

LG

Timo

Hello timorupprecht26,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 24Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the first time you mentioned gambling addiction to the casino? Did you ever mention it in e-mail to them? Would it be possible to forward those e-mails to nikolas.b@casino.guru?

Please keep in mind that many online casinos have outsourced live chats so they can do no action on your casino account that's why it is crucial to contact the e-mail support which you can always find on their website: https://24slots.com/pages/contact-us

Looking forward to your answer.

Regards,

Nick

Hello,

I spoke about it on March 2nd, really right after I made the profits. So nothing happened for a long time and that is of course a death sentence, as even their terms and conditions state that this is completed with the greatest care and for gambling addicts every second counts. I forwarded the email, I thought it was clear and couldn't be understood any other way. Even if the live chat is more known for outsourcing, that doesn't change the fact that in my opinion they should also bear a certain responsibility and listen to my application. Thanks for the quick reply!

Hallo,

ich habe direkt am 02. März, also wirklich direkt nachdem ich die Gewinne eingefahren habe, davon gesprochen. Es tat sich daher ewig lange nichts und das ist natürlich ein Todesurteil, da selbst in deren AGB steht, dass das mit größter Sorgfalt abgeschlossen wird und bei Spielsüchtigen zählt jede Sekunde. Die Email habe ich weitergeleitet, bin der Meinung die war eindeutig und nicht anders zu verstehen. Auch wenn der Live Chat eher für Outsourcing bekannt ist, ändert das dennoch nichts am Fakt, dass meiner Meinung nach auch diese eine gewisse Verantwortung tragen sollten und meinen Antrag anhören sollten. Danke für die schnelle Antwort!

Hello timorupprecht26,

Please forward the requested information from my previous post to nikolas.b@casino.guru.

I actually forwarded the email.

Habe die E-Mail eigentlich weitergeleitet.

Hello timorupprecht26,

Can you please clarify from which e-mail address did you forward it as I could not find any e-mail from the address you're using here.

T imo.rupprecht26@gmail.com , should actually be stored here too.

Timo.rupprecht26@gmail.com, sollte hier eigentlich auch hinterlegt sein.

Thank you timorupprecht26 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello timorupprecht26,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 24Slots Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Thank you for reaching out to us. 

Upon reviewing the player's account activity, the withdrawal request made on the 1st of March 2024 did not meet the necessary rollover requirements outlined in our Terms & Conditions. (https://24slots.com/pages/terms-and-conditions)

Furthermore, the player requested a new withdrawal on the 2nd of March 2024 and as a part of our standard security procedures and due to certain suspicious regarding his betting behavior, we requested additional verification documents from the player, including notarized identity identification, in accordance with section 7.3.17 of our Terms & Conditions, which the player did not provide.

As you mentioned, the player solely reached out to us through chat and didn't make any inquiries to our designated email address at support@24slots.com so we can address his concerns. Our contact information is available at his discretion at the bottom of the website in the Contact Us section. (https://24slots.com/pages/contact-us) 

Regarding his request for self-exclusion, he contacted our specialized team through email at customercare@24slots.com. After a thorough review by the appropriate department, his account was excluded within the designated timeframe according to our procedures. The player received an email confirmation once the account was no longer active. 

Please bear in mind that there is a technical timeframe required to process the request since there is a dedicated team that manually reviews each case.

Feel free to reach out to us for any future queries.

Kind regards,

24Slots Casino Team

A lot could and did happen during this period. I would like to know where exactly it says that there is a technical period for self-exclusion. As soon as I know, either the player himself must have the opportunity to do this or it must be carried out within a few days or at least the credit must be blocked upon request. In my opinion, this excuse of a technical period is invalid under German law. This is a type of illness, namely an addiction, and the player's request should be responded to very quickly. Since neither worked, I am forced to insist on at least a partial repayment and, if necessary, have this confirmed in court by my lawyer.

In diesem Zeitraum konnte und ist sehr viel passiert. Ich möchte bitte wissen wo genau es steht, dass es einen technischen Zeitraum gibt für Selbstausschluss. Sobald ich weiß muss entweder der Spieler selber die Möglichkeit dazu haben oder diese innerhalb weniger Tage ausgeführt werden bzw mindestens nach Anfrage das Guthaben gesperrt werden. Nach deutschem Recht ist meiner Ansicht nach diese Ausrede eines technischen Zeitraumes ungültig. Es handelt sich hierbei um eine Art Erkrankung, undzwar eine Sucht und da sollte auf Wunsch des Spielers sehr schnell reagiert werden. Da beides nicht funktionierte, sehe ich mich gezwungen auf eine wenigstens Teilrückzahlung zu bestehen und das notfalls auch gerichtlich mit meinem Anwalt bestätigen lassen.

Dear timorupprecht26,

Could you please specify when exactly did you ask for a self-exclusion due to a gambling problem, and when was your account actually closed following your request?

Hello,

The request first came on March 2nd, 2024 and I was ultimately blocked on March 15th, 2024. But the child has already fallen into the well and in my opinion that is far too late. As a casino site that promotes being fair and taking care of players with such concerns, they should have blocked at least the credit earlier and therefore much faster. If you have a real gambling addiction, it is not helpful to make the player wait that long. I also contacted chat support several times and didn't get any real answers that would help me. I think there should be an alternative where you can exclude yourself or something similar. In the meantime, support has already replied to me by email and I don't see it as a big effort to block the account. That's why I suspect it was delayed because right after I gambled away the money, I was suddenly blocked.

LG

Timo

Hallo,

die Anfrage kam zuerst am 02.03.2024 und gesperrt wurde ich dann letztendlich am 15.03.2024. Da ist aber bereits das Kind in den Brunnen gefallen und das ist meiner Ansicht nach auch viel zu spät. Man hätte als Casino Seite, welche dafür wirbt fair zu sein und sich um die Spieler bei solchen Anliegen zu kümmern, einfach früher mindestens das Guthaben sperren sollen und dementsprechend auch wesentlich schneller. Bei einer wirklichen Spielsucht ist es nicht hilfreich den Spieler solange warten zu lassen. Ich habe zwischendrin auch den Chat Support etliche Male kontaktiert, und bekam keine wirkliche Antwort die mir weiterhilft. Ich bin der Meinung da müsste es eine Alternative geben, dass man sich selber ausschließen kann oder ähnliches. Zwischendrin hat der Support mir auch per Email schon geantwortet und ich sehe es als nicht sehr großen Aufwand, den Account zu sperren. Daher habe ich die Vermutung, es wurde extra hinausgezögert denn direkt nachdem ich das Geld verspielt habe, wurde ich dann plötzlich gesperrt.

LG

Timo

Thank you timorupprecht26 for the explanation.

Dear 24Slots Casino,

Could you tell me when exactly did you receive the self-exclusion request? Also, can you confirm that the player was self-excluded successfully on the 15th of March?

Hello Michal,

The relevant team received an official request by the Player on the 5th of March, which was handled within the designated timeframe and the account was officially closed on the 15th. 

Furthermore, as we take responsible gambling cases seriously, please note that before he even submitted his official e-mail request as per procedure, our chat support offered to stop his casino and betting access, which he did not accept.

It is necessary to clarify that during the period of pending self-exclusion, the player takes sole responsibility for any account activity. Our support team is available 24/7 where the player can seek assistance regarding account limitations.

Kind Regards,

24Slots Casino Team

I never received the offer, that's a blatant lie. The chat support always told me that there is a department for this and that I should please contact the email provided and that it could take a while. What's that supposed to mean? Apparently the colleague in the chat also gave me a wrong email, which is why you supposedly only received it on March 5th. Also look at the logs again, the colleague sent me the email " customarecare@24slots.com ". I'm of the opinion that I can't do anything about it, since this customercare email is NOT on the website but only the support email, which, according to the employee in the chat, I shouldn't contact for such inquiries but rather the one above provided email. I know that you have the logs for the chats where this was said. Then please provide the logs here 🙂. Again: The first request went out to me on March 2nd at 11:07 p.m. German time , both with the wrong email AND with the chat support, which did NOT offer me any help! Why are you lying here? The evidence is factually proven, I also forwarded the email to the previous Casino Guru employee, and he also sees that that it is March 2nd. 13 days to block an account is far too long, as already mentioned. I would like to ask you to correct the statement, because I don't have to accept that. On the topic of chat support offers support: The Chat support always gave me some ready-made answers that had nothing to do with my query. That's why I can't leave the statement with "support" as it is. LG

Das Angebot habe ich nie erhalten, dass ist eine dreiste Lüge. Der Chat Support meinte zu mir jedes mal, dass es dafür eine jeweilige Abteilung gibt und ich mich doch bitte bei der angegebenen Email melden soll und das dauern kann. Was soll denn das? Der Kollege im Chat hat mir wohl anscheinend auch eine falsche Email gegeben, weshalb Sie es angeblich erst am 05. März erhalten haben. Auch nochmal in den Logs schauen, der Kollege sandt mir die Email "customarecare@24slots.com". Da bin ich der Meinung, dass ich dafür auch nichts kann, da es diese customercare Email NICHT auf der Website gibt sondern nur die Support Email, bei der ich mich laut dem Mitarbeiter im Chat nicht melden sollte bei solchen Anfragen sondern bei der oben angegebenen Email. Ich weiß das Sie die Logs für die Chats haben, wo dies gesagt wurde. Dann bitte doch die Logs dazu angeben hier 🙂. Nochmal zu dem: Die erste Anfrage ging bei mir am 2. März raus um 23:07 deutsche Zeit, sowohl bei der falschen Email ALS AUCH bei dem Chat Support welcher mir aber KEINE Hilfe angeboten hat! Warum lügen Sie hier rum? Die Beweise sind faktisch bewiesen, ich habe auch die Email an den vorherigen Casino Guru Mitarbeiter weitergeleitet, da sieht er auch, dass es sich um den 2. März handelt. 13 Tage für eine Sperrung eines Kontos ist viel zu lange, wie bereits erwähnt. Ich bitte um Richtigstellung der Aussage, denn das muss ich mir nicht bieten lassen. Zum Thema Chat Support bietet Unterstützung: Der Chat Support hat mir jedes mal irgendwelche vorgefertigten Antworten gegeben, die nichts mit meiner Anfrage zutun hatte. Daher kann ich auch die Aussage mit "Unterstützung" so nicht stehen lassen. LG

Dear timorupprecht26,

I see where you are coming from. Could you tell us how much have you deposited from march 2nd to March 15th?

Dear Michael,

I initially deposited €2000, played my way up to around €10900 and then from around March 9th (I can't remember exactly, please let 24Slots correct me if necessary) I lost the first ~€6000 and then a few days later the remaining €5000. As far as I know, this was all about a week after I had already asked the support chat for help several times via live chat, including a week after I had written the first support ticket.

I therefore feel that I have the right to claim back at least part of my losses, as this is in no way a case of 24Slots treating me fairly. No compromises were ever made via live chat, but I was always told that I had to wait BUT not how long exactly I had to wait. There were always only very vague answers and, as mentioned, I got ready-made answers to precise questions, no matter how often I asked different people in the live chat.

I would be lying if I hadn't done my best to avoid this situation, but 24Slots didn't cooperate at all. If 24Slots had blocked my account as requested, or frozen my balance, or something else, it would never have come to this and I hold 24Slots fully responsible because a person with a serious addiction doesn't know what they're doing and in my opinion should be treated accordingly when they're begging and pleading, and I find the way 24Slots is handling this absolutely inhumane. After all, in my opinion, I did everything as correctly as possible to defuse this bomb and I feel that 24Slots did everything to make me lose the money again.

I described exactly how it would work and that's how it happened and I lost a lot of what I would have won otherwise. I'm just hoping for a little courage from 24Slots to solve this case.

Best regards

Timo

Lieber Michal,

eingezahlt habe ich anfangs 2000€, habe mich damit auf etwa 10900€ gespielt und dann ab ca. dem 9. März (genau hab ich es im Kopf nichtmehr, notfalls soll 24Slots mich bitte korrigieren) dann die ersten ~6000€ verloren und dann wenige Tage danach bereits die restlichen 5000€. Soweit ich weiß war das aber alles etwa 1 Woche nachdem ich bereits etliche Male dem Support Chat um Hilfe gebeten habe per Live Chat, auch 1 Woche nachdem ich das erste Support Ticket verfasst habe.

Ich sehe mich daher im Recht, zumindest einen Teil meiner Verluste zurückfordern zu dürfen, da es sich hier in keinem Maße um eine rechtmäßige Behandlung gegenüber mir seitens 24Slots handelt. Es wurden auch per Live-Chat nie Kompromisse getroffen, sondern immer nur darauf hingewiesen das ich warten muss ABER auch nicht wie lange genau ich warten muss. Es gab immer nur sehr schwammige Antworten und auf genaue Fragen kamen, wie erwähnt, vorgefertigte Antworten, egal wie oft ich verschiedene Leute im Live-Chat gefragt habe.

Ich würde lügen wenn ich nicht mein Bestes gegeben hätte, um diese Situation zu vermeiden aber 24Slots hat kein Stück kooperiert. Wenn 24 Slots meinem Account wie gewünscht entweder eine Sperre verhängt hätte, oder mein Guthaben gesperrt hätte, oder sonstiges wäre es nie soweit gekommen und ich ziehe da 24Slots in die vollste Verantwortung, denn ein Mensch mit schwerer Sucht weiß nicht was er tut und sollte meiner Ansicht nach auch demnach behandelt werden, wenn er schon bettelt und fleht und ich finde das absolut unmenschlich, wie hier von 24Slots umgegangen wird. Schließlich habe ich meiner Ansicht nach alles so richtig wie möglich gemacht um diese Bombe zu entschärfen und vom Gefühl her hat 24Slots alles gemacht, damit ich das Geld wieder verspiele.

Ich habe genaustens geschildert wie das ablaufen wird und so ist es gekommen und habe wieder etliches verloren, was ich sonst gewonnen hätte. Ich erhoffe mir nur etwas Courage seitens 24Slots um den Case hier zu lösen.

Viele Grüße

Timo

Dear 24Slots Casino,

I understand that the manual review of self-exclusion requests happens in a certain timeframe. It can not happen instantly. However, gambling addiction is a serious problem and it happens quite often that the players are not in control of their actions. That's why this needs to be approached with utmost care and priority and with the goal of making gambling safer for those kinds of players.

With that being said, I think 10 days (in this case, 7 working days) is a very long period to process a self-exclusion request. The player should be entitled to refunds of at least a part of his deposits made during this time. Would you be able to send me a log with all the player's deposits during this period? Please send all the relevant information to michal.v@casino.guru. I will be looking forward to hearing from you.

Thank you for the quick reply. I am of the opinion that the money won should also be included here, not just the money deposited. In my opinion, the money won is also my property, as I have deliberately put my bets at risk time and again. Please take this into account in the evaluation.

Best regards

Timo

Danke für die schnelle Antwort. Ich bin der Meinung, dass auch das erspielte Geld hier mit einbezogen werden sollte, nicht nur das eingezahlte. Das erspielte Geld ist meiner Ansicht nach auch mein Besitz, da ich gezielt meine Einsätze immer wieder einem Risiko ausgesetzt habe. Bitte das in der Bewertung noch beachten.

Viele Grüße

Timo

Dear Casino Guru,

There are no deposits for the period 05.03.2024 - 15.03.2024. 

Kind regards,

24Slots Casino Team

I think that in order to make sense of the whole thing, you have to look at the "money lost" in that period. That's when things look very different. Because, nevertheless, the money I won is my own money. And, as mentioned above, this value is just under €11,000 in total. I deposited the money, then made profits and so as not to lose them, I asked for self-exclusion. 24Slots, please confirm for Casino Guru that I won €11,000 from the original deposit of €2,000 and then only lost it several working days later, especially several days after the first request for self-exclusion. I'll let the first €6,000 go through, 24Slots had less than 7 working days, but for the rest there was more than enough time in between.

Best regards

Timo

Ich denke um hier die Sinnhaftigkeit des Ganzen zu beachten, muss man um das "verspielte Geld" in dem Zeitraum eingehen. Da schaut es dann schon wesentlich anders aus. Denn nichtsdestotrotz handelt es sich bei dem erspieltem Geld um mein eigenes Geld. Und dieser Wert ist, wie bereits oben erwähnt, knapp unter 11000€ in Gesamten. Ich habe das Geld eingezahlt, dann Gewinne erwirtschaftet und um diese nicht zu verlieren, habe ich um Selbstausschluss gebeten. 24Slots bitte bestätige für Casino Guru, dass ich aus der ursprünglichen Einzahlung von 2000€ mir 11000€ erspielt habe und diese dann erst etliche Werktage danach verspielt habe, vorallem auch etliche Tage nach dem ersten Antrag auf Selbstausschluss. Die ersten 6000€ lasse ich noch durchgehen, da hatte 24Slots weniger als 7 Werktage Zeit aber bei dem Rest lag mehr als genug Zeit dazwischen.

Viele Grüße

Timo

Dear timorupprecht26,

I understand your point of view. However, in situations like this, our opinion is that when we are talking about gambling addiction, the casinos should not profit from these players by not closing their accounts and making them deposit more and more money.

But the same thing goes for the players, they shouldn't profit from casinos by getting their already played-in money back just because they asked for a self-exclusion. They should only get back a refund of the money they have deposited, and nothing more.

Since, in your case, there were no deposits made in the designated timeframe, there are no refunds to be made. I hope you understand and I am sorry we could not help you anymore.

Would you consider the case to be resolved in this way?

I don't quite understand. Why should I request a self-exclusion without having deposited any money? I deposited money, but as far as I know, on March 2nd. But as I already mentioned, I was able to win with it. As far as I'm concerned, the winnings are excluded there, I understand the argument. However, I deposited money anyway and I also let them know early enough that I would like my account to be blocked. I deposited €2000 on March 2nd, 2024 at 00:07. I also have the transfer documents. And shortly after that, I made a big win and didn't want to lose it because of my gambling addiction. I also lost my own money that I had deposited previously, i.e. the €2000, and did not withdraw it. That's why I think it's appropriate that I at least get this money back. Please confirm to 24Slots that I deposited this money on that day. This would resolve the issue for me, assuming I get the refund, as I have asked support for this several times, as I mentioned, but my account has not been affected. Thank you.

Best regards

Timo

Ich verstehe nicht ganz. Warum sollte ich einen Selbstausschluss anfordern ohne Geld eingezahlt zu haben? Ich habe Geld eingezahlt, jedoch sofern ich weiß am 02. März. Aber wie bereits erwähnt, habe ich damit gewinnen können. Von mir aus schließt man die Gewinne dort aus, ich verstehe die Argumentation. Allerdings, habe ich trotzdem Geld eingezahlt und früh genug habe ich auch bescheid gegeben, dass ich bitte mein Konto sperren lassen möchte. Ich habe 2000€ eingezahlt am 02.03.2024 um 00:07. Die Überweisungsunterlagen habe ich auch. Und kurz danach habe ich einen großen Gewinn gemacht und wollte eben diesen nicht aufgrund meiner Spielsucht verlieren. Ich habe mein eigenes Geld, welches ich vorher eingezahlt habe, also die 2000€, ebenfalls verloren und nicht wieder ausgezahlt. Deswegen sehe ich es als angemessen, dass ich zumindest dieses Geld zurückerhalte. Bitte 24Slots bestätigen Sie, dass ich dieses Geld eingezahlt habe an dem Tag. Damit wäre der Fall für mich geklärt, sofern ich die Rückerstattung erhalte, da ich wie bereits erwähnt, dem Support etliche Male darum gebeten habe, aber mein Account keine Einschränkungen erlitten hat. Danke.

Viele Grüße

Timo

Dear timorupprecht26,

Let me try to explain the situation in more detail. In a perfect world, self-exclusion requests would be sorted out right away, ideally on the day they were made. However, the whole self-exclusion process takes a certain amount of time, mainly because each and every self-exclusion request must be sorted out manually, case by case, to make sure everything is in order and the players who really need the help will get it. That is why we at Casino.Guru believe that the casinos should have a certain amount of time to be able to complete the self-exclusion process.

In this case, the whole process took 8 working days, which we consider too long. I would strongly advise the casino to up their game when it comes to completing the requests in a timeframe that would be acceptable for both the casino and the players.

However, with that being said, in this case, there is simply no refund to be made. Even if we take the 2nd of March as the date you successfully asked for self-exclusion, by making the deposit on the same day you asked for self-exclusion basically created a situation where the casino is not able to refund you this money because, at that time, they did not have enough time to go through your request and to qualify you as a player with a gambling problem.

I can also see people misusing this system (if it actually worked according to your reasoning) like this: a person asks for self-exclusion, deposits a large amount on the same day, wins big, then proceeds to lose both the winnings and the deposit as well, but thanks to the "safeguard" in the form of self-exclusion request he had made previously, he can claim that he should be refunded.

Self-exclusion should serve as a tool for helping players who are not in control of their actions, and who can not stop depositing. Even after days (in case their account is not closed by then) they keep depositing more and more. Those are the cases where we do consider refunding these players should be obligatory because they actually let the casino know that they have a gambling problem and they are not in control of their spending habits, showcased by the amount and the frequency of depositing even after requesting self-exclusion.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.