24CasinoBet - Player’s attempts to self-exclude have been overlooked.

Firstly, I would like you to know I have sent MULTIPLE emails and spoke to online chat on MULTIPLE times. I am just about the submit a statutory demand claim and will also be issuing court proceedings. However ive seen you actually managed to obtain a response from this casino, therefore this could be where I obtain a response from them with the details I need.

I have been asking to close my account with them for months after each time I play, they tell me they are unable to close my account and I need to contact someone else to do this. They then add various 'free' bonuses. I spend more money, ask to close my account and they ignore me or tell me they can't help. I've been asking for transcripts for months and begging them to allow me to close my account. Yet they ignore me and just keep offering me bonuses. I say offer, they put them in my account automatically.

This obviously goes against ever rule in the UK regarding responsible gambling and I am going to fight this discusting behaviour. They don't even respond to my emails anymore!!!

I've taken variations screen shots of them refusing to close my account. But I also want the transcripts of this. Which I have been asking for for months.

Dear Lucy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

„PLAYER SELF-EXCLUSION

If you are concerned about your gambling behavior, you may choose to lock your gaming account. During this time, we will also take all reasonable steps to ensure you do not receive any promotional material.

If you have any concerns about your activity, please consider one of the following options:

A minimum of 24 hours cooling off period

A minimum one month self-exclusion period

To change these settings, please contact our 24/7 Support Team."

Is support@24casino1.bet the email address where your requests have been sent to?

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

Best regards,

Petronela

Thank you so much. I will send you all the screen shots and emails I've sent them now.

I honestly don't know what email they use. They give me different ones each time. And they never reply.

I have been clear I want my account closed. But they won't send me the transcripts so you can't see just how many times I have asked.

But I will send you the screen shots I managed to take.

Thanks

Lucy

Dear Lucy,

Thank you very much for the forwarded emails. I have checked all of them thoroughly and would like to ask you if you have ever specified the reason why you wanted your account to be closed. Please correct me if I'm wrong but you have never mentioned a gambling problem, even if CS asked you about this specifically.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings 24CasinoBet,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@24casino1.bet (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I'm sorry Petronela, but surely my emails and constant messages on chat included my constant request for transcripts, the huge amount of deposits in one go which ranged from 25k in a few hours at one point, after I have begged for them to close my account is enough for them to be acting irresponsible and not even on e question the level of gambling let alone respond???? I have to explicitly advise I wish to self exclude? I have even asked for their complaints process and procedure and they won't give it to me. Well they just won't respond. The level of gambling is not responsible. Surely anyone can see that. I'm a bit shocked if I'm honest

I understand your point of view, Lucy. However, I have to emphasize that in order to have solid proof that you have informed the casino about your gambling problem, we need an email or any relevant communication.

• requesting information about regulatory body and complaints procedures is not the same as applying for self-exclusion due to a gambling problem
• checking the level of deposited funds would be ideal beforehand however, it is not a standard procedure, and in this casino which operates without a valid license, not monitored at all

I wish we could help you but unless you inform the casino about your gambling problem we won't be able to do so. I'm sorry.

Dear Lucy,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Well as you have said there is nothing you can do. I'm shocked to the bone and distraught. Have no where else to go and so have to just allow a scamming site to have taken all my money with not a thing I can do about it

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Unfortunately, I'm not even able to help you with contacting Licensing Authority, since this casino operates without a valid license.

For the abovementioned reasons, throughout the entire thread, I will now reject this complaint. Thank you for your understanding.