Casinonic - The player's self exclusion failed.

Hi, I have contacted the casino back in 2021 to get a self exclusion and for my account to be closed due to mental health issues and addiction.

I assumed it had been done but I still continued to receive emails for promotions and bonuses. I did not use it again until last night when I clicked on an email and realised that it was still open or had been reopened.

After $1400 worth of deposits I contacted them and explained the situation again and they were still hesitant to close my account. They kept telling me to send an email for support. I have send a couple now but no response. I tried to talk via chat and they were apparently going to get someone higher up to assess about a refund. I have now been blocked from the website so can not access the chat. I have not had any response via email.

I am glad my account has now been closed but I am seeking a refund for $1400 due to negligence for the gambling help/exclusion and consumer laws.

I have also now found out that this website was meant to be blocked in Australia and is on the ACMA.org.au website.

Unfortunately this is not the case.

Even after requesting closure today I continued to receive promotional emails.

I am just seeking this refund without having to dispute through my bank.

Hello Jk17,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinonic Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the casino ever confirmed your self exclusion request? Did you also mention them in your request that you have gambling issues/addiction? Did you select any self-exclusion period? Can you please forward your initial request for self exclusion sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you.

Yes absolutely I told them about mental health and Gambling addiction. I asked for it to be closed off permanently.

They talked about having a cooling off period etc but I told them I didn't need it.

I never went back on there until last night as I also seeked help elsewhere and have not gambled until the other night so I'm not sure if it was ever actually closed.

I do know however that when I checked my spam folder that I have continued to get promotional emails from them multiple times per week up until yesterday.

I don't have the chats available to send to you because they have blocked me from their website but I'm not sure if they even have those logs for me to view.

My request was through the chat however I did email them back in 2021 for a different issue.

I have now had to contact my bank because I have no way of contacting them that they will respond.

The problem being also is that they now have a pop up that came up saying service not available in Australia. However, they have my address also and my country and were still happy to except my money. I only noticed the pop up yesterday just prior to being blocked as it doesn't come up all the time. But I do have a screen shot of that.

Kind Regards

I noticed this popped up also when I came onto this website. Does this confirm that they have taken my money illegally.

Could you please advise how much did you deposit into the casino and if you did get any refund back since your account is closed?

Hi Nick,

Thank you total was actually $1500. I have the bank statements. And no, they won't give me a refund and have not responded to my emails and have blocked me so I can't even reach an online chat now

Hi, sorry I just also wanted to add that their website clearly advertises to Australia. It is mentioned hundreds of times about being the best casino for Australian players etc. However, they should not be advertising or providing a service to anyone in Australia and like I said previously, they sometimes have a pop up come up now saying service not available in Australia. If that is the case, given my address I signed up with clearly states Australia, they should not be accepting any deposits. I can't even imagine what would have happened if I had tried to withdraw, they would have not paid due to being in a "restricted" country. However very happy to take money, send promotional emails, I had even mentioned in numerous chats that I was in Australia.

In this case they should be liable to pay back any deposits made what so ever for the entirety of my account.

I am not even sure of the total amount since I can no longer log in because I'm blocked.

Hello Jk17,

Could you please check if there is really no evidence of the self-exclusion? Please understand that if we would contact the casino without any trace of it, they could simply claim that you never requested for it and it would be a dead end.

Well this is the situation I am in. I can't access the chats? I never thought at the time that I would need to screenshot chats to confirm this.

I know I definitely contacted them about it numerous times.

What am I to do?

What about the fact they aren't allowed to offer services to us in Australia

Hello Jk17,

If the casino is not based directly in your country, our laws basically does not affect them and it is entirely up to them if they offer their services there or not.

You can try to contact directly their licensor as they might be able to help you out. Unfortunately without any proof our hands are tied.

Is there anything else we can assist you with?

I had a feeling this would be the case since you sponsor the website.

Can you at least reach out to them to see what they say? Maybe they will be honest and see in the chat history that I did indeed tell them numerous times

Hello Jk17,

We do not sponsor any online casinos. It is entirely up to the fact that we can't contact them without any evidence. Please try to contact the licensor as they might be your last chance in this issue.

Best regards,

Nick