The player from Germany informed the casino of their gambling addiction but the casino did not immediately lock the account, enabling the player to deposit further 200 euros. The player then requested a refund of this deposit, which was not granted by the casino. The Complaints Team had explained to the player that his account had been closed in a reasonable time, thus he was not eligible for a refund. As a result, the team had decided to reject the complaint due to these reasons.
Cloudbet Casino - Player's account was not locked according to their expectations.
Amount: €200
Cloudbet Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Thank you for your reply, hschlue88. I understand your point of view, but as I explained, your account was closed in a reasonable time, therefore I don't think that you are entitled to any refunds. Furthermore, I would like to let you know that we are seriously considering that we will stop publishing your future complaints as it seems that you deliberately try to abuse self-exclusion and other player protection tools and we cannot support this kind of behavior forever.
Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
Due to the aforementioned reasons, this complaint will now be rejected. 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.
