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.
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.