HomeComplaintsCasinoCasino - Failed self-exclusion.

CasinoCasino - Failed self-exclusion.

Amount: €2,990

CasinoCasino
Safety Index:Very low
Submitted: 03 Oct 2021 | Case closed : 06 Oct 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Ireland has requested a self-exclusion due to a gambling problem. They believe that it shouldn’t be allowed to deposit funds into sisters casinos. We rejected the complaint because the player chose an incorrect casino.

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3 years ago

On the 29/9/2018 i requested for the acccout on all british to be closed 

this was done successfully 


now looking at your terms and conditions (as gambling and gambling laws is something im now studying) ive come to realise that once this account was requested to be closed the others should have been automatically closed. 


None of the other accounts were closed until requested again by me at filefilefilelater stages 


I have added a screen shot of the terms and conditions which state that once account closure is requested on one site it should be automatically done across the brand as well.


I also have added a screen shot of a conversation from one of their advisors who confirms that my account was self excluded - the date it started and also confirmed that I should not have been able to play and deposit at any L and L Europe sites.


I appreciate your help.


Thanks


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3 years ago

Dear babsbh,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Before we move on with this complaint, I would like to make sure you have chosen the correct casino. This casino is for Japanese players only. Would you be so kind and clarify which casino is this complaint about? Could you post here the link?

Thank you in advance for your reply.

Best regards,

Kristina

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3 years ago

hi Kristina

no I chose the wrong casino here

I have already opened a complaint on the correct one

thank you

this can be closed

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3 years ago

Thank you for your confirmation. Since this complaint was submitted about an incorrect casino, we were forced to reject it.

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