Casino Venetian - Player’s requests for self-exclusion have been overlooked.

I have tried e-mailing their support and messaging via their page portal to request self exclusion. The e-mails bounce back and the messages are ignored. What happens instead is that they keep sending me free bonuses which is not what you want or expect when you tell a casino you have a gambling problem

Dear Deborah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked terms and conditions, and this is what I found https://www.casinovenetian.info/en/faq/responsible-gaming/:

„ Need to cool off?

Sometimes the heat can get the best of us. We can offer you a variety of cool off options, ranging from 24 hours to 6 months of self-exclusion. If you feel you need a longer period than that or even permanent exclusion – please contact Customer service."

support@casinovenetian.com

Is this the email address that you have sent the emails to?

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

Dear Deborah,

Thank you very much for forwarding the relevant screenshots. As the recipient is not visible, could you please forward the emails? 

Thank you very much Deborah for providing all the necessary information via. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Deborah.

Could you please forward to my email (matej@casino.guru) previous emails which "bounce back" also with error/system message if there was some. 

Anyway, from your last message sent to them is it clear that the casino should have blocked your account.

Dear Deborah,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Matej,

I have gone through my e-mails and unfortunately I no longer have the ones that bounced back. May I suggest you try sending an e-mail to their support and see if it is returned as it was for me,

Kind regards,

Deborah

We can ask casino representatives to help us at least explained what happened, but if you don't have an email which confirms that you were trying to self-exclude. (which you should have in the sent folder, and as you said the email bounce back also in received emails) I am afraid without a proof it would be impossible to help you. 

Are you 100% sure you don't have this email?

Hi Matej,

I have forwarded you the e-mail I sent them on 6th July. Apologies, I had sent this to Petronela so I thought you already had it,

Thanks,

Deborah

Perfect, thank you.

Now I would like to ask casino representatives to explain what's happened and why Deborah's self-exclusion wasn't completed.

Hello Deborah.

We never got any email from you ! and prooof is that you even dont have bounced back email.

Your account are closed .

Regards.

The Venetian Casino representatives - Debby already forwarded us the email from 6.7. 2020 where she clearly says that she has a gambling problem and mentioned that she previously tried to self-exclude in the past. You never received this email? 

No we never received thoses emails.

She also says that the email got bounced back .. so this emails never got to us.

About the account this one are closed already.

I think you can close this case, since nothings is to be added here.

In this case, we received enough evidence from Deborah confirming that she was trying to self-exclude and informed casino about her gambling problem. The casino failed to self-exclude her, and we can only hope it was because of the technical error.  

Our opinion is that Deborah has right for a refund of all her deposit at least from 6.7.2020.

The bonus offers were sent before the Deborah account was closed permanently, so we shouldn't consider this as a problem.

Deborah, could you please tell us how much did you deposit after 6.7.2020?

Thank you for your support in this matter.

I made 5 deposits via Tinkbit Crypto totalling £117.51 GBP

There were considerably more, larger deposits accepted before the 6th July AFTER I contacted them through their web page requesting exclusion but as this information has not been acknowledged in any way by the casino I appreciate it cannot be evidenced

Casino Venetian representatives, do you need to forward the email where is Deborah asking for self-exclusion?

Could you please recheck this? From all the evidence what she sent to me, it looks that she has right.

We would like to ask the Casino Venetian 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’.

Unfortunatelly we don't have any other option as to close this complaint as "unresolved."

 Deborah proved that she tried to self-exclude, with the clear message that she has a gambling problem.

The casino should close her account as soon as possible. In this, the casino failed, and she was forced to make a complaint and only after that, her account was closed. We would like to ask casino Venetian to be more careful on responsible gambling policy. If it is possible, allow players to make a self-exclusion in the casino account without the necessity to contact the support.