Coins.Game Casino - Player's account was not closed promptly.

I had already lost 366 USD in coins.game casino, and on 28. July i informed them by email that i was an gambling addict, and that i had lost 366$ which came from loans i could not afford to lose, and asking for a possible refund because those funds were intended to pay bills. Both in the text and the topic of the email was clearly texted with Gambling addiction. They even replied the email where i did write back again that i lost due to my addiction. This confirms that they have seem and processed my initial email informing that i am a gambling addict and that i had lost more than i could afford.

On 1. August it was payday, and i deposited my whole paycheck and lost everything which is a total of 1565 USDT, which the casino should not have been allowing since i already did inform them about my gambling addiction and i had lost funds i could not afford.

I did write an email to them about the above matter, and now they closed my account on last wednesday but they told me they do not provide refunds, so the dispute is why they did not close the account in first place when i informed them about my addiction, so i never could have deposited and lost my whole pay-check.

Dear qwrath,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you informed the casino about your gambling problem before July 28th? When exactly was your account blocked permanently, please?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

Thanks for your reply, to explain this i have tried to make a timeline for the period:

23/24. July i deposited and lost 366 USDT.

27. July i sent the email informing the casino that i am a gambling addict and i had lost more than i could afford from loan, asking if there was any possibility for a refund.

(The email screenshot says 28. July in the email but 27. July in the upper right corner, becasue it was sent from me on 27. July in my timezone, but the 28. in coins.game timezone)

1. August it was payday and i lost my whole pay-check in total of 1565 USDT, so i have no money for rent/food.

2. August i wrote to coins.game / Royal Way N.V. regarding i earlier informed them about my gambling addiction, and now i lost my whole pay-check, and then they reply with this text shown in the screenshot, where they did close my account on 2. august.

But why didnt they do so when i informed them about my addiction on the 27. July.

So the dispute is not about the the 366 USDT i lost in the casino before 27. July, but the funds i deposited and lost after i informed the casino about my gambling addiction and told them i was a gambling addict and i had lost more than i could afford, when they have replied my email, which confirms that they have both seen and processed the two emails i sent informing about my addiction.

I now have a clearer understanding. It's evident that you sent an email on July 27th at 23:15, which was a late Thursday evening. The entire discussion revolved around the potential reimbursement of the funds you had previously invested in the casino. While you did mention your gambling issue, you didn't explicitly request your account to be blocked. However, this could be seen as a plea for assistance. The casino subsequently closed your account on August 2nd, approximately 6 days later.

Given that there were several messages exchanged between you and the casino representative, it's plausible that the casino could have taken action sooner and closed your account prior to the following week's Wednesday.

Were there any additional requests you made after the 27th that might have prompted the casino to close your account? Or was the request from the 27th the only one?

Hi,

I had sent 5 emails on 27-07-2023 all adressing this matter, so there is no doubt that the casino was well informed that i was a gambling addict, the email-topic is named gambling addiction, in the emails i make it very clear i am a gambling addict, that i had lost more than i could afford from loans, i even asked in my last email for a smaller possible refund for money for food, since i lost every dime i had left, at Coins.game. The casino even responded that they are very sorry and understand how diffucult this is for me at this time on 27-07, how can they be sorry if they do nothing about this keeping my account active to lose even more.

Here is screenshot of the 5 emails, the email reply is on the top of the screenshots followed by the former correspondance below.

Thank you very much, qwrath, 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 qwrath,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear qwrath,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. 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. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

This is the casino's message to us:

Hello!

This player was paid the amount of his deposits, which were discussed above, please close the complaint as resolved.

Dear qwrath,

Please, could you confirm?

Dear qwrath,

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.

Hi,

Yes I can confirm that the casino has refunded the amount, however I would like to note that it took very long time, and casino was either not responding or denied their responsibility, until it was sent to the regulator. I believe the casino should have taken responsibility before involving the regulator. But you may set this to solved.

Dear qwrath,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef