Casoo Casino - Player's account has been reopened.

 i sent an email to casoo casino asking for my permanent self exclusion due to gambling addiction. Having received the request they did so. 

On the 24 of november 2022 I asked if they could reopen my account and and they told me that they could if I send them the following email which I was supposed to copy and paste and send to them (I will attach it to the files.) after having done so I immediately was reinstated my account and able to play once again. 

This is a serious breach of player protection as a compulsive gambler cannot always stay strong and resist the urges, that is why when you permanently ban yourself there should not be any scenario under which it should be reopened. I have now gone unto lose an additional over 600€ due to this. 

This situation should not under any circumstances be allowed or tolerated.

Dear Helpme,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of one day. Once Your Account has been self-excluded You will receive mail from security@casoo.com and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. After sending a request to block your account to security@casoo.com, please make sure you get a confirmation email back. Sometimes emails might be stuck in Spam, if you haven’t received a confirmation email from security@casoo.com, please contact our Support Department. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting security@casoo.com."

Could you, please, forward me the self-exclusion requests which you sent to the casino? Do you still have access to your account?

Looking forward to hearing from you.

Best regards,

Kristina

Hello, I have closed myself forever with them due to gambling addiction / gambling addiction, therefore they wanted me to answer a couple of simple questions to open the account. If you ask them, they will tell the truth, I have only written with them in the chat when they suspended me for gambling addiction. Here are the questions I would answer.

Please help me I have panic disorder. I wish they never open my account again, I have been suspended from the casino for a long time due to gambling addiction. Can you please contact them I feel very bad, I can't pay my bills this day

the month. Thanks.

Thank you for your reply, Helpme. You have not provided the self-exclusion request. Please note that the self-exclusion request is essential for us to proceed with a case like this. You can post it here or forward it to kristina.s@casino.guru. Thank you in advance.

I sent this , now i lost another 800 usd , i sold my phone to pay my rent But i gambeld it away. I have sent this eamil and am waiting for a answear, i Will sent to you what they will replay.

"in 2019 i told you guys i have a gambling problem / gambling addiction. Even if i won 1 million dollors i would gambeld it away, i have No stop. Please help me and see what you guys have Done wrong. I know you guys are seriuse casino and Will see the wrong here. 

you knew i had a gambling addiction, When you have a gambling addition you Will do everything to gamble, you Should not reopend my acount. I have lost all my money everything, i sold my phone to pay my rent, But insted i gambeld it away here."

I still have not received any emails from you.

I have sent the pictures, dear Kristina.

I am sorry, but without a proper self-exclusion request we cannot ask for a refund of your deposits. Could you please advise if you currently have access to your account? Have you contacted the casino to close your account again?

If not, my only advice would be to do so as soon as possible. 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. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling problem)

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, keep me informed about any further developments.

Dear Helpme,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have contacted the casino regarding gambling addiction through chat in 2019. I have written to them several times with no response. I would be grateful for help and if you get them to answer me. Thanks again.

I believe I have already clearly explained that without seeing your self-exclusion request, we are not able to proceed with this complaint and ask for a refund.

Could you please advise if you have sent the self-exclusion request according to my instructions? Do you still have access to your casino account?

I have sent in the chat exactly these words, "please close my account, I have game problems" I have done that several times, until they closed me in 2019 and 2022, then casoo opened my account again. Thanks again.

I am sorry, but as I explained multiple times, without seeing this request, our hands are tied. Since you failed to provide the required information and we are clearly moving nowhere, I am now forced to close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.