Bitcoincasino.us - Player has requested self-exclusion.

0.06586052 BTC is the amount I have made in deposits since June 27, which was the day that the casino agreed to close my account as requested by me. I made it very clear to them through many emails how bad I let things get in my life because of my gambling on their website. I requested to have my weekly cash back for that week issued to me early, because I didn’t want to close my account and lose out on cashback that I had acquired. So I requested them to allow me to play my cashback, and then win or lose, they agreed to close my account upon the completion of playing that bonus. I lost almost immediately and then Tom, the VIP boss was kind enough to give me one last free spin bonus before closing my account. Since I played that bonus, my account was left open and of course the gambling addict that I am couldn’t resist to continue play. I believe that by not closing my account, this action completely defeats the purpose of the so called "protection" that a casino offers to somebody who has lost control. Ever since June 27/28, I have not received one email from the casino expressing concern or to check up on my situation. They have allowed me to make deposits ever since and I have not even cashed out one time ever since. Leading up to the agreement to close my account I explained to them my situation of being on the verge of homeless. I even expressed that I was having suicidal thoughts. I finally sent them another email last night requesting to be refunded the amount I have listed in this complaint which is the total amount I have made in deposits since the day I requested to have my account be closed. I also informed them that I would be filing complaints on this matter. I feel a very strong sense of neglect in the casino’s response to my requests and concerns since I reached out to them about it. They have not expressed any concern since that day and I should not have been allowed to make a single deposit ever since we made the agreement to have my account be closed. Therefore I believe that I deserve to be refunded for the 0.06586052 BTC which is an incredibly small amount compared to the thousands and thousands of dollars I have lost to this casino over the last year.

You can close my complaint

Dear Anthony,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. There are 2 options – to close the account or to self-exclude and here is the difference:

Closing an account is simple and has almost none 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 the 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 whos are addicted/with gambling problem). The player has to clearly express his gambling problem.

From your screen shots it seems like you asked only for closing your account, which casinos usually take less seriously, and it can take some time. Do I understand correctly, that your account is still accessible?

Please, forward me any other relevant communication between you and the casino, if there is any. My email address is kristina.s@casino.guru. I will be waiting for your reply patiently.

Best regards,

Kristina

Ok, Anthony, we are closing this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.