Claps Casino - Player's account has been reopened without consent.

Hello,

Two days ago, I received a promotional email from the online casino Claps.com. I clicked on the link and was taken to an account that was active.

After making several deposits, I wanted to block the account. When I was about to send an email, I discovered that I had previously requested that the same account be permanently blocked, and I even received confirmation from Claps that the account was permanently blocked.

What seems to have happened is that Claps, without my consent or approval, reopened an account that was permanently blocked.

I submitted a complaint to Claps, informing them of the error on their part, asking for an explanation, and demanding a refund of the payments made after the account was permanently blocked.

I suffer from gambling addiction, and regardless of everything else, a permanently blocked account should never be automatically reopened by the online casino. It is clear that something went wrong on the operator’s side.

At the time I made the deposits, I was not aware that this account should have been blocked. Had I known, I would not have deposited any money, because I would never have been able to make withdrawals anyway, as the casino would have referred to the account being blocked.

I filed a complaint. The online casino provides no explanation of what happened. No apology and no refund. They refer to a clause in their agreement, which is nonsense, as the error is clearly on their side.

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Dear Hubabuba,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello,

I fully understand that an account that has been blocked can be reopened at the customer’s request. However, in this case, I specifically requested that the account be blocked and deleted.

Claps confirmed that the account was blocked and that I would no longer be able to use their services.

Despite this confirmation, Claps reopened my account without my consent or any prior notification.

i will forward email

Dear Hubabuba, thank you for your response.

Although I understand your frustration, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway. If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint. Thank you very much in advance for your understanding.

Best regards,

Attila

Okei, so if you ask a casino to block and delete the account, it is ok to not ask the reason for closure, confirm to the customer that the account is blocked permanently, and then just few days after reopen the account without my permission and take no responsibility of the players loss.

just that the casino did not ask for the reason of closure is a breach to the license.

If if you don’t see this as a breach and think this is just fair from the casino, you can close the account. Then I don’t understand the point of this complaint-page. What a joke. Casinos can do what they want today without any kind of responsibility.

Dear Hubabuba, thank you for your response. I completely understand your frustration. However, I would like to reiterate that closing an account is a straightforward process that typically has minimal implications. Players have the option to reopen their accounts at any time, and the casino does not have any ongoing obligations toward them.

Due to the aforementioned reasons, this complaint will now be closed. 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.