Casinoways - Player’s self-exclusion request was ignored.

 (www.casinoways.com), which is licensed under Curacao eGaming. I am seeking your assistance in resolving an issue involving significant financial losses due to the casino's failure to address my self-exclusion request.

Details of the Issue:

Total Amount Lost: £66,000

On the date above, I lost a total of £66,000, including £59,000 that I had previously won. Before this incident, I had expressed a desire to self-exclude in order to prevent further gambling, but despite notifying Casinoways customer support, my request was not honored. I was not provided with the tools or processes to effectively self-exclude from the platform, and as a result, I continued to gamble and lost the funds.

Despite the casino's disclaimers in their terms and conditions, which attempt to absolve them of liability, the failure to implement responsible gambling measures such as self-exclusion left me in a vulnerable position. I did not receive adequate support or safeguards from Casinoways when I requested assistance to prevent further losses.

i woke up one morning dosed with medication as i was fighting a throat infection and a second degree burn all down my arm i wasn’t thinking straight at all i literally wasn’t myself… i was able to then cancel and play through £59,000 in a two hour session with no safer gambling tools ever popping up or any message from any safer gambling team about the massive amounts of money i was playing with. I proceeded to lose it all despite the fact my account should have been self excluded at my request previously when i had stated to customer support i was worried that i will lose this money, Can the casino be liable for this ? is this a breach in safer gambling laws or rules ? please help this was everyhting to me and now that i have recovered i cannot fathom or understand what has transpired on that one single day last week when i wasn’t myself at all…

Dear utopia1771,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gaming section and I found this:

We offer you the option of deactivating your account for a specified time period (self-exclusion). The deactivation is effective immediately and is not reversible. Your account will be deactivated for the selected time period regardless of whether you change your mind during the time the account is deactivated.If you feel that you would like to take a break, please visit My Account and Play Safe section or send an email to our customer support team stating your preferred self-exclusion period and your personal details.

Could you please forward me the self-exclusion request and any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. 

Do you currently have access to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi, yes i will forward my emails back and forth with a VIP staff member for their customer service whom of which i stated i was worried i will lose it all and i request the pending option on my withdrawals to be removed or if there is any way i can self exclude myself to guarantee the payouts and there to be no risk of me playing further, i also have a problem with the fact i was able to cancel €59,000 and play through it all within an hour without any intervention

I also do not have access to my casinoways account since they have fully restricted access to my account which is limiting the resources i have available to prove everything unless they provide it for me

I have forwarded one email of me asking a support email address for casinoways to see if initially there was any way of protecting my pending withdrawals which they replied there aren’t any and i have attached the transcript i was able to locate in my emails from when i had asked to self exclude before i lost it all… i was told to contact another support email address to which i haven’t had a reply from since my first initial response from them …