The player from Switzerland had requested a permanent closure of their accounts on CasinoClic and La Riviera casino due to a self-acknowledged gambling addiction. Despite numerous requests, the casinos had not complied. The player had provided emails as evidence of their requests for closure and self-exclusion. Our team had advised the player to send these requests to the casino's support email. After doing so, the player reported that their account had finally been closed. The player also requested a refund due to the casinos' failure to close the account after acknowledging a gambling addiction. However, we informed the player that we could not assist with refund requests without additional evidence. The player concluded by expressing satisfaction with the account closure and the complaint was marked as 'resolved'.
CasinoClic - Player wants self-exclusion from two casinos.
Amount: ??
CasinoClic
Safety Index:Below averageCase closed
RESOLVED
Case summary
Hello,
I am opening this complain to get my accounts closed for a permanent period. I don't want my account to be reopened ever again. I didn't lose money this much so I don't want anything else.
I have sent many demands in the past for it and my requests were totally ignored.
I want my both accounts to be closed on casinoclic and on la riviera casino. I know it's the same casino just with a different name.
Thank you for your help.
Best regards,
Hello mrmileena,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoClic. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did request the casino to close your account? What reason did you give them to close your account? When was the last time you talked to the casino and what did they respond?
Please keep in mind that one complaint is for one casino only.
Looking forward to your answer.
Regards,
Nick
Bonjour Nick,
I have asked closure so many times, I have mails to prove it. I have also one mail where I mentioned a gambling addiction as the reason. I wrote on 26th of October 2022 that I wanted to close because of gambling addiction. It was closed like a week after and I still managed to reopen it just by signing a paper.
I can send you the mail where I asked closure because of gambling addiction, maybe it'll give me the right to ask refund.
Tell me if you want that mail copy.
Last time I asked closure was the 25th November. They asked me to wait 2 days so they close it and it was not. And it has been like that always. They ask you to wait but it's never closed. Then on 3rd December they contacted me to tell me to come play on their casino with slots name which were giving money. If I mentioned gambling addiction, they should not send me this kind of mails to provocate me into playing.
Best regards,
Here are the mails where I asked closure and self exclusion as title of the mail and where I clearly say I have a gambling addiction (addiction aux jeux in French) and the mail they sent me saying which slots are paying well and inviting me to play. Of course, the first game on the list is one I play the most.
Hello mrmileena,
Please forward the exact same e-mails you sent to the casino to nikolas.b@casino.guru (as mails not as screenshots).
Hello,
It has just been sent.
I have a lot of other emails where I ask closure and offers from them. But I sent you the one where I mentioned the gambling addiction. Good thing I kept them.
Hello mrmileena,
Thank you for the forwarded e-mail. Can you please advise what kind of e-mail address did you send the exclusion request to as the only support contact I've found on the casino website is: support@CasinoCliccasino.com - did you ever contact them through this address?
Hello Nick,
I sent it to their support mail and they always reply on emails. The thing is that they don't do the closure. They also send mails themselves and telling me which game pays and try to make me deposit. They even sent one a few days ago because I'm not depositing. Sometimes they even call on my phone.
Hello mrmileena and thank you for all the information. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello mrmileena,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite CasinoClic to join the conversation and participate in the resolution of this complaint.
Dear CasinoClic,
Can you please explain why the player's attempts of getting self-excluded have failed? Did you receive any of the player's requests by email?
Kind regards,
Tomas
Casino.Guru
In the meantime, mrmileena, I strongly recommend sending your self-exclusion request to: support@CasinoCliccasino.com
I'm not sure if you have done so yet, but please let me know if you get any response from them. Thank you.
Hello,
I haven't sent a request yet since they never close the account like I asked.
This is why I opened it because I want it to be closed.
I have sent a self exclusion in the past where I mentioned gambling addiction but I was still able to reopen the account by signing a paper.
But almost always when I sent to close my account, they said to wait 48 hours but it was never closed so it was pointless for me to send again.
Dear mrmileena,
Please send the same request that you have already sent to info@casinoclic.com to support@CasinoCliccasino.com as well.
Our goal is to assist you in self-excluding permanently. To accomplish this, please follow our advice and forward the email to my email address: tomas.k@casino.guru
Thank you.
Hello again,
i have sent the request to the email you mentioned but it tells me that this email address does not exist, so i sent it to the usual email address i used to write to: info@casinoclic.com
My account was miraculously just closed after i sent the request. I find it really weird when in the past, my demand was always ignored.
I will send them another mail to ask them to never reopen the account, that i want a permanent self exclusion.
I have asked a refund because they should not have reopened my account after I mentioned gambling addiction but they refuse to pay.
Dear mrmileena,
As your initial issue has likely been resolved, I would need more evidence in order to assist you with refunding your deposits.
Can you please forward the email self-exclusion request that you made on 25.11.2023? Here is my email address: tomas.k@casino.guru
Additionally, how much funds have you deposited from this date until today? Can you please also provide transaction receipts?
Thank you.
Hello,
I'll send you the mail I sent on the 26th of October 2022 where I mentioned gambling addiction.
But I already contacted the casino and they replied the casino isn't able to refund.
Hello mrmileena,
We want to inform you that we have already received this email from you. Please note that your initial issue has been resolved, as mentioned previously.
Moreover, we regret to inform you that we cannot handle complaints that are more than a year old. It is difficult to collect all the necessary information over such a long period.
In order to provide you with assistance going forward, I kindly ask that you comply with my previous request. This involves sending me an email from November 25th, 2023 in which you requested to self-exclude from the casino, as well as receipts of any transactions made after this date for any deposits you may have made.
If you do not provide the required documents, I will not be able to assist you any further and your complaint will be rejected.
Thanks for understanding.
Hello,
I thought this was the one you needed since it is the one where I mentioned gambling addiction. I would have loved to read that you take my side on this saying the casino should have not reopened my account after this date since I mentioned gambling addiction. You clearly read it in my mail. Are you going to say that it is still not enough? A permanent self exclusion don't have a time frame, it is not because it was last year that it should be forgotten. It is not my fault the casino didn't want to close my account all this time after how many requests I sent.
On the mail of 25th November, I only asked permanent closure and they replied to wait 48 hours to be closed but nothing was done. This is why I opened complaint here because they refused to close and were ignoring my demand. I will send you this email.
To conclude, you cannot reject my complaint since I sent you a proof of asking closure because of gambling addiction, whatever the date is, the casino should not have reopened my account at any costs. What is the point of writing emails, mentioning gambling addiction and the casino will do anything and you will still take casino's side, I really don't like that.
Initially, I opened this complaint not because of refund, because like I said I didn't lose much money on this casino but because I wanted to close it and I want this complaint to be a proof that the casino should not reopen my account in the future. And with this complaint being visible, you cannot take casino side one more time when the proof is evident.
You can close this complaint as resolved since they finally closed my account like I mentioned, it was the first purpose of the complaint. Next to that, I have denounced them to the Swiss gambling commission which replied to me that both casinos will be added on the blacklist and soon they will be blocked by our government so nobody will be able to connect on their casinos. At least they won't steal my people anymore.
Thank you for your time.
Best regards,
mrmileena
Dear mrmileena,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
