500 Casino - Player's self-exclusion request was ignored.

Dear CryptoG82,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 500 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked the casino to refund you these deposits already? With what result?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

They said "they don't refund losing bets". I have sent both email chains including early discussions in Feb and then early March and also last 2 days. The dispute is ultimately with deposits made on 28/29th of March.

Note, I have sent you the emails to your normal email address.

Thank you very much, CryptoG82, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear CryptoG82,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We acknowledge that you made an initial self-exclusion request via email from the address linked to your account. In accordance with our responsible gambling policy, we promptly processed this request and closed the associated account. 

Following the closure of this account, you've requested to have two more accounts closed by sharing their associated e-mails, but unfortunately, due to lack of common KYC documentation and anti-fraud not being able to tie the accounts together without a doubt, we do not process those requests unless they are made from the associated e-mail account.

I understand it’s frustrating, but if we don’t follow procedure on account closures, malicious actors could engage in social engineering and attempt to close or gain access to legitimate player accounts.

As soon as you've sent the request from the linked e-mail (for one of the other two accounts), via a CC, and made it clear that the account was yours, we promptly proceeded with closing the additional account.

You are hiding behind a technicality and requesting a refund for bets you willingly placed and lost. If those bets would be actual wins, we wouldn’t be having this conversation. I’m sorry, but we’re not refunding your losses as it sets a bad precedent to players like you and requests like these.

To 500 Casino. I have looked at your response above and again I believe that the information contained in the emails which included the secondary self exclusion requests was more than enough to at least see accounts locked to investigate. I mean, I'm not just saying to you "Can you close my account". I provided evidence of clear major issues, severe and pathological gambling addiction. The problem is that emails were just simply ignored until it then hit the fan at the end of March. The situation was highly preventable.

I also find your response about "If you had won we wouldn't be having this conversation" crass when I have explained and provided evidence that I can't "win". Its a very different situation where I provided you with psychological reports commissioned for a court showing how severe the addiction is.

This not to mention that we had a direct conversation where you had the opportunity to close down the account when your rightly pointed out linked accounts at the start of March! At that point I'm told to use one account only and am allowed to proceed with the newest one but you left the old one open and didn't do anything with it, why?

If you had bothered to respond to any of the emails I sent throughout March then we wouldn't be having this discussion. All you had to do was respond and say "We see you sent a request related to 2 other email addresses. Please request exclusion directly from them". This didn't happen and 3 or 4 emails were ignored until I emailed on the 28th from the other email and you then started responding from the originally excluded email chain which may also be against what your saying in your email about "KYC" guidelines as you state you only respond to the account with the email listed.

It's also very clear that you denied any knowledge of the accounts being linked in the March discussion where I had to send you extracts from your own internal chat to prove this was the case. You talk about precedent...but the way this is being conducted here is simply a recipe for disaster especially when you have affiliate streamers promoting your product on YouTube.

I've reviewed the case again internally and I guess I can see your point of view. I don't agree with it, but I can understand how miscommunication took place and affected the whole situation.

We'd like to offer you the disputed amount of 1000 EUR so we can all move on - Please share a crypto address with our support agents and we'll make sure it gets sent.

Best of luck,

Payment has been sent - Thank you for understanding.

Funds received - matter closed.

Thank you for your prompt action 500 Casino and all the best for the future.

@Jozef I'm happy for you not to make public our discussions on this thread and simply to mark this issue as resolved. 500 were fair once they understood the position so happy for you not to make public the comments if the casino are happy with that as well.

Cheers

I've sent the remaining and a little extra.

Thanks for pointing it out.

Confirmed received. Thank you again for understanding. All the best guys!

Dear CryptoG82,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef