888games Casino - Player’s attempt to self-exclude from the casino has been overlooked.

On April 30, 2015 I requested a self-exclusion from online gambling at 888poker indefinitely. The account was successfully closed and restricted. Account ID: Zach.Jefron

In April 2022, iGaming Ontario (iGO) launched an online gaming market for private gaming operators. Operators enter an agreement with iGO and register with the Alcohol and Gaming Commission of Ontario (AGCO). The Alcohol and Gaming Commission of Ontario (AGCO) has developed strong rules that gambling sites, and sport and event betting sites have to follow to promote responsible gambling, protect vulnerable people, like youth and self-excluded players, and enhance game integrity.

In early 2023, despite my self-exclusion from 888poker and all affiliates, I was able to create a new account (Account ID: Morningpwner). With the same name, date of birth, and partial address (different e-mail), my account was verified (but took one month). After verification, I lost between $5,000 - $10,000. I cannot access this account to confirm deposits. I would like to request a responsible gaming refund for the total of all deposits.

Thank you

Dear jeffrey.graham,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Is this the only email that you have sent to the casino, please? Have you mentioned gambling problem when communicating with the casino? From the forwarded screenshots it seems like a simple account closure, not a self exclusion due to a gambling problem.

When i originally tried to self-exclude on the site, they asked me to send an e-mail to their support team.

Have you mentioned gambling problem when communicating with the casino, please?

i've mentioned it many times in live chat. My request online was specific towards problem gambling. I would have to request chat history to confirm as evidence.

Please request it from the casino and as soon as we have supporting evidence that your previous account was blocked due to a gambling problem, we will contact the casino and confront them. Thank you in advance.

Dear jeffrey.graham,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.