Onedun Casino - Player wants a refund after account reopening.

Hello

I have requested a refund of my last deposit,reason is I hade mailed them about a permanent account closure. After some time i requested it to be reopenend and took responisiblity for that. But my case is that they should not have been reopened it of my request becaus they agreed to a permanent account closure.

Dear distup,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. 

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino, the request to reopen your account, and any related communication with the casino?
• My email address is [email protected]

Thank you very much in advance.

Best regards,

Tomas

Hello

I did not specifically mentioned gambling issues as reason. I did mention a permanent closure which means that the account never cbe reopened regardless of the player request to do so.

I have forwarded you mail messages i sent to them. As you can read i lost my patience because of reluctance of the casino to close it.

Thanks for your email.

If you don't inform the casino you suffer from any particular gambling problems, the casino won't be obligated to act to protect you. By taking responsibility for reopening your account after a simple account closure we don't believe those are valid grounds to request a refund.

If your account is still accessible and you believe you should be protected from further gambling, I would recommend you request a self-exclusion due to gambling issues as soon as possible.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Onedun Casino representative,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to your VIP manager, or casino support [email protected] (you can CC me at [email protected] in the copy) and keep me informed about any further developments.

Thank you in advance for your reply.

Dear distup,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.