Casino765 - Player’s several requests to impose deposit limits have been overlooked.

I joined this casino and played quite a lot. I emailed and requested a deposit limit on my account, as per their procedure in their responsible gambling section. This was not done, neither was a response received. I also asked for the same thing on live chat, explained I cannot control my gambling and requested a limit. I continued to play and all in all depositied around 1k. I worked to requesr a withdrawal of €1000 euro, to which I had to verify. I uploaded documents and requested on the chat that my account be temporarily disabled so that I couldn't spend it. Explained that i had a problem. Again did not happen. I spent it and lost it. And deposited a further €600 since! I have since requested account closure and highlighted their failures where responsible gambling is concerned. I have requested a refund on anything over the initial deposit limit i requested. I'm under no illusion that this won't happen, however 48 hours later my account is still able to deposit if I want to, and being a true addict its hard not to! But I'm holding off, and you need to be aware of this and get these blacklisted. I intend to report their failings to their license issuer if I do not get a response within 7 days, they probably won't do anything however I will do it anyway. Unless there's anyway which you can help, which I appreciate you cant do much with an unresponsive casino

Dear Peter,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Before we’ll contact the casino and ask for their standpoint, could you please forward me the emails or screenshots showing that you have sent requests to impose deposit limits? My email address is petronela.k@casino.guru. Have you ever asked the casino to close your account for a certain period or for a self-exclusion? 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

Thank you very much Peter for forwarding the email. 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 Peter.

In your case, it would be best to ask the casino what happened and how it is possible that their Responsible Gambling policy failed so many times. I hope that there is a good explanation, so let's wait on casino representatives and their answer.

Hi,

This is the response I received today, I had given up hope of any kind of response, however somebody is there!!

I have received an offer of a refund of €200.

I have said I would be willing to accept a higher offer and am awaiting a response. For them to offer anything they have accepted liability

We would like to ask the Casino765 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’.

Peter, I am very sorry, but they are non-responsive. 

Please give us some update regarding your situation. If you are still unhappy about how casino solved your issue, we are suggesting to contact their licensing authority (Curacao eGaming) from their website (left bottom corner) Click on the Curacao validator. (on attached picture). From that website, you can submit a complaint. I am sorry that we were not able to help you more.

Hello.

we are checking the case and get back to you .

Regards.

Sorry guys. I am accidentally closed this complaint instead of another complaint what casino have. (Casino representatives if you can solve the other one complaint what I mentioned, ask for reopening)

Hello,

Thank you for contacting Casino765 Support.

Unfortunately at our casino we don't have an option to put a limit on deposit amount, we can only exclude users for a set amount of time if they have issues with gambling addiction.

However, for the damage caused to the player we have agreed to refund him part of his deposits made after he requested for a limit to be set onto his account. The refund has just been initiated to the same card the deposit was done with, and should appear in his account within a few days.

Best Regards,

Casino765 Team

www.casino765.com

Thank you for the response.

We will wait on Peter's confirmation that money was refunded.

I would like to remind the casino that correct approach when somebody mentioned gambling addiction is to close his account immediately.

Peter, could you please confirm that you found a satisfactory solution with the help of the casino?

Because Peter failed to respond, we assume that he received the refund. Therefore we are closing the complaint as solved. Peter, you can reopen complaint anytime.