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

Im a gambling addict. Ive tried many many times to tell this to the customer service but they wont close my account. No response. Actually I don't think there is a customersupport at all. This is very bad for me, for an addict will just keep playing...eventhough its not likely that this casino even pay out winnings. I dont know how to close this account - and in the meantime they will just grab more of my money. Is there really nothing we can do?

Dear Geir,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier/deposit history and confirm that the first request to block your account due to a gambling problem has been sent on 12th of February 2021? My email address is petronela.k@casino.guru.

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@24monaco.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."

Could you please forward screenshots of your requests where casino’s email address will be clearly visible, hence we have solid evidence that all the requests have been sent to the correct email address?

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, Geir, for the clarification. Could you please forward your cashier/deposit history? I understand your account is blocked now, but hopefully, you have saved one beforehand.

Im sorry to say, I didnt save it. So I guess thats it? I just have to let it go...Thanks for your help

Would you be willing to share your bank statement with me? It will remain private and we won't share it with anyone, it's just to confirm the amount of money deposited after the account closure has been requested. My email address is petronela.k@casino.guru. Thank you in advance.

Ok. I sent it

Thank you very much, Geir, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Geir,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 24Monaco Casino to the conversation to participate in the resolution of this complaint.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Ok. Thanks for this. I doubt they will reply.

G

Hi Geir,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. It looks like the casino completely closed down in the meantime. In this case, I can only recommend you to read each casino's review before you register and deposit your money. It only takes a while and it can help you make a better decision and avoid this kind of situation. I wish I could be of more help.

Best regards,

Peter