ACR Poker Casino - Player’s attempts to close their account have been overlooked.

Hey, 

I just signed up today to play on ACR. My account name is "c******o". After playing for a few hours, I requested for my account to be permanently banned from the CASINO / LIVE DEALER CASINO via the Live Support Chat. I've been attempting to gain ticket #s or transaction histories of this conversation but I can't find any. I've tried communicating with the Live Support and email support but there hasn't been any progress.

I tried confirming this with the chat multiple times. They even said that it was being processed. 

I kept persisting for confirmation.

Immediately after, I had a relapsed to my gambling addiction and proceeded to lose $21,602 in a matter of a few hours. Not once was there even a WARNING or asking for a confirmation after stating multiple times I wanted to be PERMANENTLY SELF BANNED / EXCLUDED.

According to their terms of service, this request is irreversible and takes effect immediately.

I was NOT informed in the chat at any time that I would need to CONFIRM a PERMANENT SELF BAN / SELF EXCLUSION from casino games. I never even was sent a confirmation email like their Terms of Service claims that occurs.

I demand a refund on the lost funds immediately due to the fact that my request to be banned wasn't honored. 

This would go an extremely long way to someone that has a very serious gambling problem.

Thanks,

Justin

Dear cbje,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found (here):

„15. RESPONSIBLE GAMING: If You believe that You have a gaming problem notify ACR by email or through the in-game live Host, if provided. ACR policy does not provide you with an option to self-set or change deposit limits at your discretion; rather your identity will be confirmed, and your account will be closed for real money gaming activity. ACR reserves the absolute right to itself review or use third party verification to review player activity in the Games or as reported by other gaming operators to profile and remove players access in its sole discretion."

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

Hey Petronela,

Thanks for getting back to me so quickly.

All of my communication with ACR was through their Live Support Chat. Unlike other platforms, it's not giving me an opportunity to go through past conversations to send screenshot proof.

I GUARANTEE that if you requested ACR to show proof of our conversations I made it ABUNDANTLY CLEAR that I wanted my account PERMANENTLY BANNED / SELF EXCLUDED from the live dealer casino and casino games.

The Live Support Chat told me that it was being processed which according to them is an immediate + irreversible decision.

This never happened. I wish I could show proof of the conversation but ACR has since banned my account after I emailed them with this complaint.

I have attached emails of that conversation. Their argument that they cannot refund me makes no sense because they ignored my multiple first attempts to PERMANENTLY SELF EXCLUDE / SELF BAN myself from all casino games. They are picking and choosing when to apply their own policy.

Thanks

Thank you, cbje, for your reply. Could you please specify the timeframe between filing a request for the self-exclusion to having your account actually closed?

Hey,

Yes I can. When I made my numerous requests to have my account self-excluded through the Live Support Chat nothing happened. I was never even sent the confirmation email that ACR claims to send.

My account was only closed after I made a formal complaint to ACR asking for a refund. When I asked for a refund, they INSTANTLY closed my account.

They knowingly pick and choose when to take action on requests when it's in their best interest.

Horrible company.

Dear cbje,

Could you please specify the timeframe between requesting the self-exclusion via live chat to having your account actually closed?

Hello,

The timeframe was a matter of around 12 hours. This is almost irrelevant though because when I requested multiple times to permanently self exclude, they didn't do anything. They were never planning on actually helping until I contacted them via email explaining the situation and asking for a refund.

They pick and choose when they decide to acknowledge self-exclusion requests when it's beneficial to them.

Please understand if only 12 hours passed between your live chat request and the actual account closure it is an acceptable timeframe. Yes, I agree an instant closure would be ideal but unfortunately, it is not a standard procedure yet.

I'm truly sorry but if your account remained blocked since your request, even if it took 12 hours, there is not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear cbje,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.