The player from Italy has requested his account to be blocked. Unfortunately, it hasn’t been honored and the player lost a substantial amount of money. He requests all his deposits to be refunded. The player didn't clearly express his addiction, so the casino wasn't aware of it, therefore we rejected this complaint.
Casinochan - Player’s request to block his account hasn’t been honored.
Amount: €3,000
Casinochan
Safety Index:Above averageSafety Index
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
on 21.04.2020 I decided to write in chat at the casino to block the account, as I lost too much. I am a fragile subject who risks every time he plays to spend a lot of money. I was told to contact the casino via email, which I did through the email I am attaching to you.
their answer, knowing knowing my deposits was to give me a bonus. I requested the block again and they gave me another bonus. On 22.04.2020 I confirmed why the block was not yet active, to date, that I have fallen back, depositing again 3'000 euros. I ask for a refund, as they are incorrect towards me and they have not fulfilled my risks. I also ask for damages and the return of all monies deposited in this casino.
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4 years ago
Dear Marquez,
Thank you very much for submitting your complaint. I’m sorry to hear about your unpleasant situation. I checked the email conversation which you’ve attached. I noticed that after you’ve been asked for a reason to close your account, which is a standard procedure, you wrote: "if you make me win at least once I stay". Could you please forward any relevant communication which took place prior to the one forwarded already? Unfortunately, your decision to close the account is not clearly stated in the actual one. If you wish to block an account, you need to explain your reasons and if one of them is an addiction, casino is obliged to do it straight away and permanently.
Additionally, please advise if your account is still accessible or it has been closed already? I hope we will be able to help you to resolve your problem as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
In the chat conversations held by the casino before the emails I explicitly asked to block my account for losing a lot of money. My "if you make me win I stay is not a bonus and free spin acceptance".
you could ask for chat conversations, as they already know about my problem. I had given the explanations via chat and they told me. Dare to write by email.
my account was blocked the moment i said i would claim to get my money back. I think their bad faith is quite clear. I would like to have the conversation in the chat with the casino by email: if they have nothing to hide I think they will send it without problems.
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4 years ago
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I copied to you a conversation that took place after I sent the complaint
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4 years ago
Dear Marquez,
Could you please forward me a screenshot of your "cashier" history with the deposit which took place after you have requested your account’s closure? Thank you very much.
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4 years ago
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Hi, you should forward the request to the casino, as I can no longer log into my account
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4 years ago
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I have credit card ones if they are fine
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4 years ago
Thank you very much Marquez for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.
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4 years ago
Hello,
I will contact the casino now, so hopefully we will receive an answer soon.
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4 years ago
Hello Marquez199,
The Casinochan has an option to comment on this case open, we have to be patient and wait for their response.
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4 years ago
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Of course, no problem. It's just that I thought he had some more info since he wrote that he would hear them.
Thanks
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4 years ago
We would like to ask the Casinochan 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’.
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4 years ago
Hello,
We have checked the conversation between Marquez199 and his manager and we can see, that Marquez199 never mentioned that he have uncontrollable gambling addiction. Since the player never mentioned that he have any gambling problems, his manager has suggested him a bonus.
It is all shown in the email history provided by the player above. The player never said that he have a gambling problems.
We are sorry, but in this case the refund cannot be debated.
We are hoping for your understanding.
Kind regard,
Casinochan.
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4 years ago
Translation
Do you know what is not in line with the terms of your terms? The fact that I have repeatedly asked for the block, and you have never grasped my requests! The motivation for losing all the savings is more than valid and almost equal to being an addicted player. You have allowed despite my requests to continue depositing. You never asked me for an ID, nothing at all. You allowed to burn still some financial savings, after which at my further request you blocked it, with deposits already made, and this thing is really without logic. If you at my first request had blocked the account this problem would never have happened, instead you waited after 3000 euros of deposits and the third request.
in fact I had already asked you to repay me a week before, but you have never considered anything, and you have continued to enrich yourself incorrectly on the skin of a person in difficulty and you were aware of it!
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4 years ago
Hello Marquez199,
We contacted the Casinochan, because we wanted to know if you asked for self-exclusion, or expressed gambling addiction in any other way. However, in your email you are only mentioning you never win and there is not a hint of gambling addiction.
Sadly, we cannot help you under these circumstances. You need to let the casino know in case you have a problem like this, otherwise the support could think you just want to close the account, because you don't like the casino. This could result in offering bonuses, to motivate you to stay and play. In this case it really wasn't meant to support your gambling addition.
Unfortunately, your deposits can't be returned, as the casino wasn't aware of your problem when you asked the support to close your account. We cannot punish the casino either. I can only recommend you to use blocking softwares, which will prevent you from using gambling websites. You can read more about it in this article:
https://casino.guru/responsible-gambling#apps-and-tools
Other available softweres are for example:
www.gamblock.com
www.betfilter.com
You can also try to ask your bank to set the limit for transactions. Again, I am really sorry, but we cannot continue resolving this case.
Please, check out the article I am mentioning in this message, you may find many useful information there.
Take care and I hope this will help at least a little bit with your problem.
