Casino765 - Player’s request to self-exclude herself has been overlooked.

I had an account with play24bet and due to them ignoring my self exclusion they refunded me 600 euros even thou I deposited nearly triple.thst amount.

I agreed to the sum but I have had emails from.them with casino765 logo etc and to my understanding they are sister sites, run by the same people.

I have emailed requested refunds from casino765 as again they should have blocked me from playing.

I would like my refunds from.my deposit can you help

Dear Spinx,

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 the 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 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

Hi ive sent proof of this to you

Hi the fact i asked their sister site or to be honest play24bet who is run by the same people as ive recieved emails from play24bet but signed casino765 they should have banned me from opening the account with casino765 knowing ive asked to self exlcuded

Dear Spinx,

I’m afraid if you didn’t ask specifically your Casino765 account to be closed there is not much we ca do for you. Each account, even if the websites look similar, needs to be closed independently.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Spinx,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi their love chat isn't working now ive been trying for a few days and they have ignored all my other emails.

The only way to show you my wagering has been completed is from my account butnthrybhave refused to take to me.

I’m sorry but I’m lost a little bit now. Is your account closed as you wished? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes I've closed my account and they are still ignoring me

If your account is closed then this issue is resolved, is that correct? 

Dear Spinx,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.