The player from the UK had self-excluded due to gambling addiction, but the casino had allowed him to access his account again at his request. Because of the account reopening, the player had lost £1,566.6. The player had provided all necessary information and evidence to us. After our team had reached out to the casino, they had offered the player a one-time refund of $1900 in the cryptocurrency of his choice. The player had accepted the refund and requested the complaint to be marked as resolved. We had marked the complaint as 'resolved' and thanked the player for his cooperation.
500 Casino - Player complains about self-exclusion cancellation.
Amount: £1,556
500 Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
13 weeks ago my husband asked for his account to be excluded forever due to a gambling addiction (See screenshot). This should mean that under no circumstance does the casino have a right to uplift this exclusion even if the player asks.
6 weeks ago he asked for the exclusion to stop so he could access the account and they let him, no questions asked. (See screenshot)
Since then, he has deposited £1,566.6 which is all of his savings. The casino had a duty of care to not open this account again when he asked for permanent exclusion due to a gambling addiction, he has now suffered significant loss due to this negligence.
This was written by my wife (who is a solicitor) but I am making the claim as the account holder. I believe everything in statement to be true.
It is not allowing me to upload attachments of the conversations but please let me know if you need to see further evidence. I can send an email with this.
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1 year ago
Dear NonGamstopGuru,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
We received two screenshots from you, if you do have any additional evidence including emails between you and the casino, please forward it to veronika.l@casino.guru. Ideally, all dates should be clearly visible.
Thank you very much in advance. I hope we will be able to help you resolve this issue as soon as possible.
Best regards
Veronika
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1 year ago
Hi Veronika,
There is no further evidence to add at this stage. The casino have blocked the account but I have provided you with all screenshot and the relevant username. Please let me know if I can assist further and thank you for taking my case.
Kind regards,
A
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1 year ago
Thank you very much, NonGamstopGuru, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Dear NonGamstopGuru,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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1 year ago
Hello,
We have investigated your claim and the original account lock was made on request via on-site support, which is not a permanent lock nor an account deletion.
We have removed the restriction after 2 months, again, on request. If you needed more aggressive locks you should have used the auto-self exclusion which is one button away, or a permanent account deletion which is one e-mail away.
After your most recent support ticket, we took the liberty of terminating your account ourselves. Even though it's against procedure, I am granting you a one time refund of $1900 in the cryptocurrency of your choice if you provide a withdrawal address. We also modified our internal procedures to not allow room for interpretation in similar cases anymore.
I strongly suggest you reflect on how you approached this situation because it looks like you're grasping on to a technicality instead of addressing the real problem.
Good luck.
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1 year ago
Hi,
I appreciate the response and the fact that you have changed your internal policy so that this doesn't happen to anyone again.
Thank you for offering the refund of this amount which I am happy to accept.
Once the money has been confirmed, Casinoguru can close the complaint and I will pursue this no further.
My bitcoin address is:
1LdR6Xrhhd49jhg2px7mkLDdqueDigJBSi
Regards,
A
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1 year ago
Thank you.
CasinoGuru, please mark the complaint as resolved.
Kind regards,
A
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1 year ago
Dear NonGamstopGuru,
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, NonGamstopGuru, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards, Jozef
