The player from Kuwait had sought a refund of 690 CAD after reopening his account, which had been previously closed due to gambling issues. The player's account was initially closed on 26.09 and was reopened the following day, 27.09. The player had contacted the casino for a refund but was denied because he had requested to reopen his account. After reviewing the case and the player's communication with the casino, we determined that the player's request for account closure seemed to have stemmed from a desire for a bonus rather than genuine gambling difficulties. Therefore, we concluded that the player was not entitled to a refund and the complaint was closed.
arcanebet Casino - Player's self-exclusion failed.
Amount: Can$690
arcanebet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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7 months ago
I’m requesting refund of 690CAD$ after reopening my account and I asked for account closure for gambling issues.
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7 months ago
Dear Alprince2001,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with arcanebet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify the date when your casino account was blocked, and when it was reopened?
- Have you contacted the casino with your request to return your deposits? What was the casino's reply?
- Is the casino account in the casino currently accessible to you?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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7 months ago
My account was closed on 26.09 (previous attach) and was reopened on 27.09.
i couldn’t reach the casino for this and my account is not accessible now after I requested to close it again (see attached)
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6 months ago
Have you contacted casino support via contact@arcanebet.com with your request for a refund due to a failed self-exclusion?
Have you received any reply?
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6 months ago
Dear Alprince2001,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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6 months ago
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’ which may negatively affect its rating.
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6 months ago
Hi team,
Just to confirm that we have sent all the supporting documents to contest the user's claim over to the casino.guru team for review, on the 16th of October.
Best regards,
Team arcanebet
Sensitive attachment
Sensitive attachment
6 months ago
Dear Alprince2001,
Thank you for your patience throughout the resolution process. I have been in direct contact with the casino representative and have received a thorough explanation of the situation.
Firstly, I want to emphasize the seriousness of gambling addiction and the need to address it appropriately. When a player informs the casino about their gambling problem, the casino should promptly close their account without the possibility of reopening. However, if the closure was for a different reason, it is common practice to reopen the account and welcome the customer back, as many closure requests, even permanent ones, are often due to temporary dissatisfaction or bad luck that can change over time.
In your case, account closure was questionable, as your conversation and requests for closure seemed to stem from a desire to receive a bonus rather than genuine gambling difficulties. Please refer to the screenshots below for reference.
While you did bring up a "gambling issue" in your discussion, taking into account the broader context of the conversation and your past communication history, I can comprehend why the casino team opted to reopen your account. They also recommended utilizing the deposit limit tool and asked you numerous questions in the process, which seems reasonable in this situation.
Concluding the information above, I am very sorry, but I believe you are not entitled to receive the refund, and I am forced to close your case.
You have every right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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