24M Casino - Player’s attempts to self-exclude herself have been overlooked.

Hi I joined this casino in January 2021 and on feb 25th 2021 I ask via email to close my account asap due to gambling issues. This was not done and is still open today 03/03/2021 I was allowed to deposit and they kept giving me a number of bonuses. I have requested a refund from the 25th but they are refusing to and they still haven't close my account. Which is very irrisponiable

Dear Vickie,

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 terms and conditions on the website, and this is what I found https://24mcasino.com/templates/company/responsible_gaming:

„Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at 24monaco.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

https://24mcasino.com/templates/company/terms_and_conditions:

"Self exclude or Timeout - We will only reply to emails sent to support@24mcasino.com for this action and clearly mark in the subject line 'Account Closure. Any emails not stating your reason for closing eg; gambling problem will not be actioned as an urgent request. We take these requests seriously but due to the high levels of emails it may take us some time to reply. Any deposits made before the account is closed will be accepted and are non refundable."

Is the email address mentioned above, that one, you have sent your emails 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

Hi I have sent all the info to u in a email

I have just checked and they still haven't closed my account.

Also I don't know if there connected to Cobra spins as I closed my account asap due to gambling issues on there are a while back so should not have been allowed to play on 24 Monaco casino

They are now blocking any emails I send asking why my account is still open

Thank you very much, Vicb393, for forwarding all the relevant communication. Since I came across the following email, could you please confirm that your account is still opened?

Additionally, it seems that your last emails are not being blocked just sent to the wrong email address. The correct one is support@24mcasino.com.

Lastly, please forward your cashier history. Thank you in advance. 

Hi they have finally closed my account so I can not get the cashier list. But I send my bank transaction if you would like

That would work perfectly. Thank you very much.

Dear Vicb393,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi sorry I will send relivant information asap

Perfect. I will be waiting for your reply patiently.

I have sent you a email with all transactions.

Also they are still sending me text for promotions.

Thank you very much, Vicb393, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Vicb393!

From now on, I will take care of your complaint. I would like to invite 24Monaco Casino into this discussion in order to help us find a solution for this situation.

What happens if they don't reply??

We would like to ask 24Monaco Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.