FestivalPlay Casino - Player’s self-exclusion request is ignored.

Festival Play Failed to Process My Self-Exclusion Request Due to Gambling Addiction

I am submitting this complaint because Festival Play failed to act promptly after I repeatedly requested permanent self-exclusion due to my gambling addiction.

Over a month ago, I contacted Festival Play through their live chat and informed them that I was struggling with a gambling addiction and needed my account permanently closed. Instead of processing my request, they instructed me to send an email to customer care.

I immediately followed their instructions and emailed customer care requesting the permanent closure of all accounts associated with my personal information. In my email, I clearly stated that I was struggling with gambling addiction and that I needed to ensure I could no longer access the platform or create future accounts.

Despite my repeated emails and urgent follow-up messages asking them to close my account immediately, my account remained open. I received little or no meaningful response regarding my self-exclusion request.

What concerns me most is that when I later sent an email requesting that my account remain open, Festival Play responded within approximately one hour confirming they would keep my account open. This demonstrates that they were actively monitoring and responding to my emails but failed to act with the same urgency when I disclosed my gambling addiction and repeatedly requested permanent self-exclusion.

Because my account remained open after my self-exclusion requests, I continued gambling and lost over $20,000. Had Festival Play processed my responsible gambling request when I first disclosed my addiction, these losses could likely have been prevented.

I have retained:

Copies of my self-exclusion emails.

Their responses.

Evidence showing they instructed me to email customer care.

Evidence showing they quickly responded when I requested to keep my account open instead of closing it.

I respectfully request that Casino Guru investigate whether Festival Play complied with its responsible gambling obligations and self-exclusion procedures, and determine whether it acted appropriately after being clearly informed of my gambling addiction.

Thank you for your time and consideration.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how many accounts you have created at this casino? Have you completed the full KYC verification on any of your accounts?
• Have you contacted the casino’s customer support to request self-exclusion for each of your accounts separately?
• Could you please forward me the full, uncropped email conversations between you and the casino’s customer support regarding your self-exclusion requests? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Shaegagnon,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru