Amon Casino - Player’s account was closed, but funds were re-deposited.

I registered at amon casino. I played and wanted to close my account following several deposits and a gaming experience that I did not like. I sent an email to the relevant department to request closure. In the meantime, I have activated a 7-day self-exclusion (this is the maximum offered by the casino).

48 hours later, I received a response saying that they understand, and that we can think that luck is not on our side. They explain to me that I have accumulated "coins" and that I can go to their "shop" to spend them in real money or free play. I am told that of course if I still want to close my account there is no problem.

Normally when you request an account closure the only thing a casino can offer is to set up a deposit or wagering limit. A casino must not offer to spend "coins" on their site. This is not "responsible gaming".

Especially since I had set up a "self-exclusion", and it’s not for nothing!

Following their offer to take a look at their shop, I waited to be able to go there. I went to their shop and it made me want to play again and "try my luck" as this casino had made me understand so well.

So I re-credited money, which I would never have wagered if this casino had applied "responsible gaming" and had not told me about their "coins" and their "shop".

From the moment the casino should have applied the request, I would never have played again because I had set up a self-exclusion while my request was processed. In their response there is an incentive to play. it was a commercial response to encourage me not to close.

I would therefore like the casino to reimburse me for all the amounts I spent this Monday, March 4, 2024. This is money that I would never have spent in this casino if it had done its job well.

I have played in casinos, won and lost money willingly and I have no problem with that. But in the case that I have just explained, the casino made me change my mind following their email when I requested closure. He is therefore responsible for my numerous deposits.

I hope to have a favorable response to my request.

Best Regards,

Andréa

Dear Andie07,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please clarify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Thank you Kristina for your reply.

I've emailed you the closing request I made and their response.

I asked for the account to be closed because I thought their rtp was low, but that's just my personal experience. I had made deposits, I had played and I had not had a good gaming experience.

Regarding the self-exclusion, I self-excluded myself from for not playing again at this casino while waiting for my request for closure to be validated in parallel.

I thought that Amon would close my account as I had requested by e-mail. At that point I would never have credited money to their casino again.

But Amon, instead of telling me that they were going to close my account or proposing to set up a deposit limit (as all casinos usually do) they first told me that I could access an online store and spend the coins I had won there.

If they hadn't told me about this, I wouldn't have waited for my self-exclusion to stop before checking out this store.

Then I wouldn't have been tempted to play at their casino again, since I'd set up an auto-exclusion while they closed my account.

This casino does not practice "responsible gaming".

After that, I asked to be reimbursed for my deposits made after this commercial e-mail.

And then they closed my account because I asked them to refund my deposits.

they didn't do it when I asked for the closure! Isn't that completely inconsistent?

Andrea 

Unfortunately, I regret to inform you that requesting account closure due to a low RTP or a lack of winnings does not constitute valid grounds for refunds or penalizing the casino. We believe that you would be entitled to a refund only if you requested self-exclusion due to a gambling problem. Only in this instance is the casino obliged to close the account and refund deposits if they were made after the request.

Considering that you requested self-exclusion because of the low RTP and your account is now closed, I am afraid we cannot assist you further.

Please, let me know if there is anything else we can help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Andie07,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.