The player from Germany had asked for self-exclusion after a loss of €600 but the casino had not closed the account immediately as requested, which led to further deposits. The player had claimed that he had a gambling addiction and wanted a refund of €1500 that he had deposited after his request for self-exclusion. However, the casino had argued that the player did not mention his gambling addiction in his initial request. We had communicated with the casino and concluded that the player was not eligible for a refund as he had not clearly stated his gambling problem in his initial request for account closure. We had suggested the player to file an official complaint with the casino's licensing authority if he still wished to pursue the matter.
Casinorex - Casino failed to implement player's self-exclusion request.
Amount: €1,500
Casinorex
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Dear Sir/Madam,
On August 25th, I requested that the casino close my account with IMMEDIATE effect, after I had lost €600.
The casino then asked me if there was a problem.
As of August 27th, my account was still open and I was still able to deposit, even though I wanted my account to be closed IMMEDIATELY. I have a gambling problem and the casino is taking advantage of it.
Dear patrickpatzak90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Casinorex,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@casinorex.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
It was already clear in the subject line above that I want a self-exclusion and that IMMEDIATELY
But what about my money?
I want the 1500€ back because I excluded myself 2 days before !!
Thank you, patrickpatzak90, for your reply and forwarded emails. I've noticed that you initiated an account block on the 25th, without providing a specific rationale for your action. When inquired by the casino about the motive, your response indicated that you had wagered €1,300 without receiving any Free Spins. The mention of gambling addiction did not arise until the 27th of August. It's crucial to recognize that articulating a transparent basis for requesting an account block is essential, and self-exclusion appeals should not be exploited as a means to gain additional bonuses.
Could you please advise if your account was blocked already?
No, if I ask to close my account, IMMEDIATELY should that happen, no one likes to admit their gambling addiction,
I then received an answer as to whether I was not satisfied, and then I paid another €1500, ALTHOUGH I ASKED to close my account, which was responded to.
My account is still OPEN
Thank you very much, patrickpatzak90, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear patrickpatzak90,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Thank you for your efforts to get here.
If I apply for IMMEDIATE SELF-EXCLUSION, I should not be asked why why.
Nobody admits their gambling addiction straight away.
I hope I get my money back and the casino learns from mistakes.
We would like to ask the casino 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’ which may negatively affect its rating.
Dear patrickpatzak90,
I managed to receive a reply from the casino team, see below.
We checked all the correspondence with the player and found out that he never mentioned his gambling addiction to us, however his account was immediately closed per gambling problems once he wrote about his addiction on your website on August 27 and your colleague Petronela resent us his email to Casinoguru mentioning gambling addiction.
When the player reached out to us he only asked to close his account never mentioning gambling problems: "Bitte Sperren sie mit sofortiger wirkung mein Konto , vielen Dank".
Afterwards, we asked the player if there is any particular reason for him wanting to close the account and whether we can help him with anything. And again the player did not inform us about any gambling problems that he experiences. All he replied was that the casino is great, but he did not receive any free spins when playing through EUR 1300, and that he finds it a shame: "Nein , ihr Casino ist toll .
Aber heute habe ich 1300€ verpielt und nicht einmal Freispiele bekommen , das fand ich sehr schade". That was it.
The player's account was closed on 2023-08-27 due to gambling problems. After August 27 he did not make any deposits as he can no longer enter the closed account.
Please, could you confirm their statement? Be aware that it is important to state the reason, that is why they ask about it. When you mention gambling problems they are obligated to close your account ASAP, since it just may be an unhappy customer, and they may try to satisfy and change their opinion.
Good morning .
As I have already written three times above, I have written that I would like to close the account with immediate effect.
It doesn't matter to me whether I have a termination because I don't feel like it or I'm not interested!
If I want to be banned immediately, that should happen too, even if I thought the casino was great, it doesn't mean that I want to be banned immediately!
NO ONE ADMITS THEIR GAMING ADDICTION!!
After the lady or gentleman asked why I wanted to close my account, I of course also said that I had lost €1300 and I didn't get anything!
But if I want to close my account immediately then the casino has to fulfill my wish!!!
This is also stated in the terms and conditions!
They didn't immediately close my account and then I deposited again the next day. And I want the money back!
Otherwise there will also be legal consequences!
The casino also has to follow the rules!
Dear patrickpatzak90,
I am very sorry about the situation, but based on the provided information, I don't believe you are eligible for a refund. I understand that admitting to having a gambling problem and reaching out to casino support can be difficult, but it is necessary in order to receive assistance. Without this step, there is a risk of potential abuse, where individuals could claim gambling problems after losing a significant amount of money in order to obtain a refund.
This is why there is a standard procedure in place, and it is common for players to inform casinos about their issues. Once a gambling problem is reported, the casino is required to close the respective account within a reasonable timeframe. If you fail to do so, you take full responsibility for your losses, and the casino may proceed with its standard closure procedures.
Considering the information above, I am forced to reject your case. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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