The player from Germany had previously requested a casino account closure until a future date but had been able to access and deposit funds to the account earlier than he had expected. This had resulted in a financial loss of €710, for which the player was then seeking a refund from the non-responsive casino. The player had provided a screenshot of the chat history in which he had set the self-exclusion. However, the evidence had lacked any explanation for his request to have his account blocked. We had advised the player on how to properly request self-exclusion and had asked him to send another email to the casino. The player had complied but the casino had refused to refund the previously lost funds as the player had reopened the account and had taken full responsibility for his losses. We had suggested the player utilize our Self-Exclusion Assistance Tool and had rejected the complaint due to the reasons stated.
BookofCasino - Player’s self-exclusion period was violated.
Amount: €710
BookofCasino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
Dear Sir/Madam,
I requested the casino via chat to close my account until 30.03.24 on 12.12.23. My account was subsequently closed within a few minutes.
On 19.12.23, I requested to have access granted once again. I was able to log back in the next day.
Despite my explicit prior statement that my account should only be reopened on 30.03.24, I was able to deposit more money, causing me to incur a financial loss of 710€. I have asked the casino to refund the 710€, however, they are not responding to my requests. I kindly request you to ensure that the 710€ is refunded to me via my original payment method.
Dear eurogalaxy85,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
You sent the casino email, but as you've been reminded multiple times in your previous complaints, we require relevant communication from your end to establish concrete evidence that you reached out to the casino through the necessary channels. It's crucial to establish that you explained the reasons behind your request to have your account blocked.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
I only made the request in the casino's chat and not by email. The casino itself knows about this.
I looked through my screenshots again and accidentally discovered that, for my own security, I also took a screenshot of the chat history in which I set the self-exclusion! 
As mentioned in your previous complaints, we need substantial communication from your side to provide concrete evidence that you contacted the casino through the required channels. It is essential to establish that you clearly conveyed the reasons for requesting the blocking of your account.
The forwarded screenshot lacks any explanation for your request to have your account blocked, and there is no communication indicating why your account was subsequently reopened. It was previously clarified that there is a substantial distinction between closing an account without providing a reason and requesting self-exclusion due to gambling problems.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings BookofCasino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@bookofcasino.net (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments.
Thank you in advance.
I sent the relevant email to the casino and CCed you. I also sent you the application which I opened bookofcasino for reactivation. This reactivation should not have happened. Since I requested in the chat that the account should remain closed until March 30, 2024.
Please seek a refund for me by contacting the casino.
Hi eurogalaxy85,
To recap:
- On December 12th, you requested the account to be blocked until March 2024 without mentioning any gambling problem.
- The same day, your account was closed.
- On December 20th, you emailed the casino expressing your intention to reopen the account and took full responsibility for your possible losses.
- On December 27th, you emailed the casino again, informing them of your gambling problem and expressing the desire to have the account blocked until March 2024.
- On the same day, the casino responded that your account would remain permanently blocked.
As mentioned previously, both in this thread and in various complaints of yours, if the gambling problem wasn't explicitly stated when requesting the account block, there are limitations to what actions can be taken. Opening and closing an account without specifying a reason doesn't hold the casino responsible or obligate them to refund lost funds.
You also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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