ArcadeLara Casino - The player's self exclusion failed.

Hello I have complaint against arcadelara .. I had email them few times to put loss limit on my account but they ignore me and never put the limit and I also ask them to close my account as I have gambling addiction but they didn't close my account and this end me up loosing 9000$ .. I have all the emails that I email them .. I need my 9000$ back as I email them so many times but they never bother to reply back .. so casino guru I need ur help here to get my money out

Thanks will wait for ur reply

Hello sunnykuk81,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ArcadeLara Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account closed? How long after your request did you lose your money? Did you mention gambling addiction to the casino in your request? Can you please forward the same request to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Yes I mention them for my gambling problem. My account is still open .. they haven't close my account yet .. yesterday they put the loss limit as I email them so many times and told them if they don't close my account and I keep loosing I will complaint against Them and involve the lawyer so finally after that they put loss limit on my account I can forward u all the emails I email the.m and also the history of my deposit to ur email

Thanks

Hello Nick did u check my emails .. I see no reply from your side .. I am waiting on it thanks

Let me know if anything else

Hello sunnykuk81 and thank you for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okk thanks will wait for Thomas

Hello sunnykuk81,

Sorry for not replying sooner.

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

ArcadeLara Casino,

Could you explain why the loss limit didn't apply and the request to close the account due to gambling addiction wasn't processed?

I don't know y they delay everything after 5 days wen I tell them I will involve the lawyer as u can see in the emails ..

Then after they put loss limit and now finally they close my account as well after 7 days ... they just want me to loose more money and want me to keep playing..

As this is not right wen client ask u to put loss limit u should put it right away they send me promotions but they were not replying on my email ... the I ask them to close my account due to my gambling addiction still they didn't reply .... they just want the player too keep playing and loosing ....

Hello Thomas any update

Hello Thomas as u can see they r not replying its been 6 days already ... can u plz tell me wat would be the next step ..

Hello sunnykuk81,

We allow casinos 14 days to reply before we stop resolving any case. I'll try again to get help from them, please be patient.

In case the casino doesn't reply, your best option is to follow the casino's complaint procedure found here: https://www.arcadelara.com/en/contacts/terms-and-conditions (point 27.) if you haven't done so already.

The next step after that would be to contact the casino's regulator by filing a complaint.

I need to file the complaint at there liscencing department so if they don't reply in another 7 days plz give the email for liscence department were I can email them ..

Thanks

And I will also involve my lawyer as well

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello sunnykuk81,

I managed to receive a message from the casino, so I'll give them a little more time to reply. I'm setting the timer to additional 7 days. If there is no explanation from them during that time I will close the complaint as unresolved.

ok tomas thanks plz update me

Hello Thomas can u please tell me wats an update ... if they r not replying can u plz tell me what would be next step ....

Hello sunnykuk81,

I understand waiting for a reply is frustrating. I am trying to get in touch with the casino representative. I was provided contact to a representative and I am waiting for their reply.

Hello sunnykuk81,

I have reviewed the case with support and I can confirm your account is permanently closed.

After reviewing the case closely, the account closure request and all of your communications with the support department where handled within the response time established. We are working to shorten those times.

Please let me know if I can be of any help

Hello all,

Thanks for the reply to the ArcadeLara team.

Could you explain when the requests were made and how long it took to process the self-exclusion? How was sunnykuk81 informed about the self-exclusion after it was requested?

Any update Thomas I can tell u wen I request and wen they put the limit but let see wat they send u .. as I have already send u email wen I email them and also wen they put the limit but if u want I can send u again everything

Let me know the update plz

Hello,

Since the request was made it took about 48 hours for the account to be closed and all of these was notified by email.

Hello all,

Thanks to ArcadeLara Casino for the reply.

Sunnykuk81,

could you share with us when and how the casino informed you about the status of your self-exclusion? Please send me an email with the casino's reply at tomas@casino.guru , alternatively you can post it here.

Hello Tomas yes they put the limit after 48 hrs .. because I email them so many times and told live agent that I will take this matter further and involve my lawyer ..and ask for refund of 9000$ ... then they finally close my account ... but I ask to put the loss limit 5 days ago for 10 $ they never reply .. I ask the live agent she said it's noted but I also email them to put loss limit .. that wat I did Email them to put the loss limit on my account for 10$ monthly

But they haven't put the limit .. but wen I lost so much money and got frustrated and told them I will involve my lawyer so they send me .. that we have put the loss limit on ur account and your account is now closed ... it's a casino responsibility wen a player is emailing them then they have to put the those limit wat the player ask for but I have to keep go to live chat ppl and keep emailing them ask them repeatedly to put those limits and they keep ignoring those emails .. so finally wen I ask them I will involve my lawyer they put right away .. and on the same day wen I ask live agent and tell her I will take this matter further and involve the lawyer I got the email right away that account loss limit has been created and also my account is close ... it's all on live chat ppl they can close the account and put the limits but they just ignore player and take there sweet time to put the limits.. because they knew they have to close the account for player but they stretch the time and let player loose and after they come up with excuses .. why they delay to put my loss limit for 5 days on my account .. why I have to go that far and told them I will involve my layer and complaint against there casino .. then only they started taking me seriously and put the limits right away ..

So plz don't believe them .. I already send u emails that wat I go through ... plz check and also I send u the email were I ask them to put loss limit on my account for 10$ monthly but they totally ignore me

Let me know if anything else

Thanks

Hello Sunnykuk81,

Thank you for providing the information.

After the loss limit was requested, did the casino support inform you in any way when will it be applied? Did you deposit any money in the casino after you requested the loss limit to be applied?

Hello Sunnykuk81,

Thank you for providing the information.

After the loss limit was requested, did the casino support inform you in any way when will it be applied? Did you deposit any money in the casino after you requested the loss limit to be applied?

Hello Sunnykuk81,

Thank you for providing the information.

After the loss limit was requested, did the casino support inform you in any way when will it be applied? Did you deposit any money in the casino after you requested the loss limit to be applied?

Yes that wat I deposit 9000$ in 5 days after that .. wen I ask them to put the loss limit ... live agent told me it's noted and it will be applied soon that's wat she told me and she said to email them as well ... so I email them as well same day .. but they never response my email ... and wen I email them for close my account due to gambling addiction they never replied on that as well but I told the live agent person too and I told her that I request for loss limit 3 days ago she just said we r sorry and she said ur account will be close soon ... but again they haven't close my account for another 2 days .. then finally wen I lost 9000$ in those 5 days .. I told her I will involve my lawyer now if u don't close my account and if I loose more then right away after 10 minutes I got the email that my account is close and my loss limit has been applied

Sunnykuk81,

I am afraid I don't understand. What was the date when you deposited the 9000, please?

On 19th of July I deposit few and then few on 20th and then few on 21st and few on 22nd so it was .. not one time but in intervals ...

Thanks for the reply, Sunnykuk81

Arcade Lara Casino,

I would like to ask you additional questions regarding the loss limit.

How did you proceed to apply the loss limit Sunnykuk81 requested?

How did you inform the player about when it will be applied and when was the loss limit active on Sunnykuk81's account, please?

Hello Tomas can u plz tell me wats going on in my case its been so long now ...

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Sunnykuk81,

the casino representative explained to me you asked to close your account and later you asked to reopen your account. After this, you asked to close your account due to a gambling problem. Is that accurate? Could you comment on that?

I never ask to reopen my account but they send me the email and they said sorry because they got misunderstand with the representative and couldn't apply loss limit and they said sorry for that and they ask me if I want to reopen my account again with limit on my account but I never ask them to reopen my account I can forward u that email as well they playing games ...

I had sent u that email ... you can see that ur self

Hello all,

From the email, you received from the casino support team on the 22nd of August the account seems to have the option to be open with the loss limit in place. However, the casino representative earlier on the 19th of August mentioned the account is closed permanently:

Hello sunnykuk81,

I have reviewed the case with support and I can confirm your account is permanently closed.

ArcadeLara Casino,

Could you explain on which date Sunnykuk81's account was reopened?

Hello Tomas can u plz tell me wats going on in my case as I can see arcade ppl message on 6th day so they take more time here and u will give them another 7 days .. time extend it's been so long now ... can u plz tell me .. were I can complaint further for them in there lisencing department as I have given u all the proof and its there fault were they don't put the limits on my account and I lost money because of that .. so let me know if I have to involve my lawyer as well if that can help too

Thanks will be waiting for ur reply

Hello Tomas as u can see they r not replying so plz let me know wat would be next step for me from here .. thanks I will wait for ur reply

We would like to ask ArcadeLara Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Tomas as you can see they don't reply plz let me know wat would be the next step .. were should I complaint further and involve my lawyer as well ...

Hello all,

Since the casino stopped replying to our questions we will close the complaint as unresolved.

From our point of view, we don't consider a loss limit a mandatory feature of casinos and in cases, the loss limit is not properly applied we don't usually penalize casinos.

In this case, however, sunnykuk81 mentioned a gambling problem to the casino support on the 21st of July and in such cases, we consider the correct course of action is for players' accounts to be permanently banned within a reasonable time.

We can't conclude when the 9000€ was lost. The timeline of when losses happened was not provided to us by the casino, and therefore we cannot conclude if sunnykuk81's request to return his funds is justified. We understand that casinos need time to process requests from the players and some delay is to be expected.

The main issue is the fact the casino offered to reopen sunnykuk81's account almost one month after he mentioned the gambling addiction to the casino support, via email (on the 19th of August)

This is completely wrong in the terms of responsible gambling. If the player mentions a gambling problem the casino is obligated to ban the account asap, and not offer to reopen the account with an unspecified limit applied.

Sunnykuk81,

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

We couldn't conclude whether you are truly eligible for the lost funds to be returned to you, and we cannot punish casinos if they fail to apply restrictions to your account immediately. Please understand that especially requests done via email require a human to process any request and you shouldn't count on such requests to be processed immediately in the future. We recognize it might take up to 7 days to process such requests, even though the player should always be notified when such restrictions will take effect. Even if it might be difficult, always wait for confirmation from the casino's side about any restrictions being applied, to make your gaming safer.

Ultimately, we think the casino shouldn't offer you to reopen your account and allow you to play under any circumstances after you mention gambling addiction The casino didn't act fairly by offering you to reopen your account. Also, if they allowed you to deposit after they were aware of your gambling addiction, these deposits should be returned to you. For these reasons, we are closing the complaint as 'failed self-exclusion'.

I would recommend you raise the issue with the casino's licensing authority, which is Antillephone Curacao. You can contact them at the following email: complaints@gaminglicences.com

Hello all,

we've received a new explanation and more evidence in this case. We are reopening the case at the casino's request.

The casino provided us with evidence regarding the timeline of the events and an explanation of its actions.

As explained above, the self-exclusion requests can't be expected to be handled immediately. The main issue was WHEN the casino account was closed after gambling addiction was mentioned.

The casino representative explained :

Player 1st requested an account closure on the chat on July 21st at 2:50 am UTC, although he disconnected before the agent connected and replied, and again by email at 5:52 am UTC, this time he did mention gambling problems, never prior to this. Please see both communications beneath.

It is true, as you say, that the player was contacted on August the 19th to inform him again that the account was closed, although it had been inactive and non-operational since July 22nd, and that it could be reopened if requested, but only so he could withdraw the balance remaining on his account, $10.

According to the activity log, the last deposits were made on July 21st and July 22nd, gradually, before the self-exclusion could be activated, while the loss limit was not in effect. Additionally, the last deposit made on 22nd July ultimately wasn't processed. We don't think Sunnykuk81's request to return his deposits is therefore justified.

In an ideal world, the request to self-exclude should be handled immediately and the loss limit should be applied, but unfortunately, this wasn't the case. We can't penalize casinos if their loss limits don't work and if their self-exclusion service isn't immediate.

Sunnykuk81,

Unless there are other circumstances I overlooked, I don't believe we can help you much further in this case.

Dear sunnykuk81,

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.

Hello sorry for the late reply but I don't agree with u Tomas.. as casino has the responsible gambling tool for the players to use its not to just for showoff .. let's say u go to some hotel before going u see u they gym they have swimming pool they have all the facilities that u looking for but wen u go there .. u don't get those facilty .. hotel ppl will say you pool is close .. gym is not there etc etc .. so how u feel .. that y u spend that much money on this kind of hotel .. wen player see from casino guru website and they see casino has good rating then only players open there account .. but casino don't treat them how they should treat players and only think about there benefits and profits .. it means that casino is not good .. so wen I ask them to put the loss limit on my account that was for my safety so I don't loose more but wen after 2 days I ask them again to close my account because of gambling addiction they didn't close my account on time so I deposit in that period as well they close my account on 24 th or 25th so from 19th to 24th they took there sweet time to close my account and to put the loss limit I got there email on 24th they said ur loss limit has been applied after 4 days wen I clearly went on live chat and ask them to put loss limit and also email them as well but wen they see I lost wat I won and also keep depositing more and more they didn't do anything .. wen I finally told them that I will involve my lawyer they freeze my account right away .. y these things they can't do it before wen I ask them ... because they see there benefits... so in the end I don't agree with u att all as they didn't put my limits on time and make me loose all those money

So I don't know I already file complaint against this casino but I haven't got replies if I don't get my money back or complaint ppl don't reply me I will let my lawyer to handle this but won't let go like this

Thanks

Dear sunnykuk81,

Again, I am sorry for the entire situation. We will now close the complaint for the reasons I mentioned above. I hope this won't happen to you again.

If you don't agree with our decision and want to pursue the issue further, feel free to contact the casino's regulator authority by sending an email to complaints@gaminglicences.com