The player from Sweden had deposited a significant sum of money and asked for bonuses. Her account had been temporarily closed due to gambling addiction, but upon reopening, she lost a large amount of money and the casino refused reimbursement. She had self-excluded many years ago due to gambling addiction and reopened the account after 2019. However, we were unable to assist her due to the significant time that had passed since the incident, which made it a 'cold case'.
888 Casino SE - Player lost funds after reopening the account.
Amount: 200,000 kr
888 Casino SE
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7.6
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I deposited a substantial amount of money and requested bonuses. I was also shut down due to gambling addiction and they reopened the account, causing me to lose a lot of money, but they refuse to reimburse me.
Automatic translation:
Public
Public
7 months ago
Hello emmisen89,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino SE. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you request for the self-exclusion and how long after that did the casino reopen your account? Did you ever mention gambling addiction within your request? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
It had been many years since I did a self-termination due to gambling addiction. Opened the account again after 2019. The casino says it was a brand new license and therefore I could open my account again
Automatic translation:
Public
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7 months ago
We apologize, , but we are unable to assist you with your request. Due to the significant time that has passed since the incident you described, which is over one year ago, we are unable to investigate further. Our policy prohibits us from pursuing cases classified as "cold cases" as gathering evidence and reconstructing a timeline becomes highly challenging, if not impossible.
