The player from Italy had his account reopened at Chicco casino without his consent after previously being self-excluded, which caused him to relapse into gambling despite his struggles with addiction. He sought a refund of the money lost during this period, as the reopening had severely impacted his mental health. The issue was resolved when the player marked the complaint as resolved after communicating with the Complaints Team, who facilitated the resolution process.
Casino Intense - Player's account is reopened against his will.
Resolved
Our verdict
Case closed
Amount: €1,000
Casino Intense
Safety Index:Very lowCase summary
Discussion
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4 months ago
Translation
Hello, I'm writing to tell you my story. I was registered at this casino. I lost a lot of money. After numerous self-exclusion requests, many days after my requests, they closed it, only to reopen it again without my request, causing me to lose even more. I had reached my limit and wanted to end it. Months ago, after countless closure requests and the sending of documents certifying my gambling addiction, they closed my account with no option to reopen it indefinitely. I was happy, but yesterday I received an email from the Chicco casino and it was open again. I fell back into the abyss, I gambled some money, but I'm mentally destroyed. They made me fall back into illness. I'm asking the casino for a refund of the money I gambled in the past, even when they destroyed my life. Manager Chris, in particular, gambled with my life.
Automatic translation:
Public
Public
4 months ago
Hello,
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:
21. SELF EXCLUSION
In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain to you the all future steps and what is needed from you.
• email:[email protected]
Please keep in mind that Self-Exclusion is permanent for the set time span and will not be undone for your own protection.
During Self-Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self-Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.
Do I understand correctly that you informed Intense Casino about your gambling problem? Could you please forward me the account closure requests that you sent to the casino? My email address is [email protected].
Thank you very much in advance.
Best regards,
Kristina
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Public
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Love1,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
