The player from Morocco reports significant gambling losses and alleges that the casino manipulates bets, claiming that his gambling addiction was exploited. Despite expressing concerns and requesting account closure in May due to financial issues, the account remained open until September. He seeks to recover his lost funds, totaling $21,350.66, and feels the casino prioritizes profit over responsible gambling measures.
bet365 Casino - Player’s account was closed after lengthy losses.
Amount: $21,300
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Case summary
1 hour ago
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9 hours ago
Hello
User : ismo8656
I clearly stated in a message in May, after I was in shock from consecutive betting losses, that they manipulate bets and results with the support representative, Victoria H. I informed you that I gambled with debt money and that gambling caused me significant problems. However, they tell you to wait and give us some time, which is just a series of evasions. My account wasn't closed; it was only closed at the end of September after I expressed my intention to end my life. They should have closed it in May after I informed them about gambling with debt money and how it caused me problems. But their goal is only to make a profit and ignore the laws of the United Kingdom.
I am filing a complaint with the aim of recovering the money I lost due to my excessive gambling addiction. Firstly, my compulsive gambling addiction was exploited by the casino. As evidence, I have attached screenshots of my account for the month of June, during which I lost $21,350.66. The website took no action and did not send any warnings about the losses I incurred. Instead, it seemed that you were trying to capitalize on my losses.
I will attach conversations via email to prevent my identification by individuals.
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4 hours ago
Hello ISMO8656,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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