Tombola Casino UK - Player's exclusion has been enforced unexpectedly.

I had applied a permanent self exclusion in January last year for pokerstars and was informed there was several other sites that I would be permanently excluded from as well which I was fine with as I didn't enjoy playing slots on those sites . I choose a permanent exclusion as I knew I wouldn't go back on them as didn't like them. I then received an email from tombola in December last year saying they have joined the brand and if I have an exclusion it would apply to tombola also. I have played on tombola nearly every day since December and it wasn't till 2 days ago that I got an email saying thank you for selecting an exclusion. Quite gutted as tombola is my favourite site to play slots but annoyed at the same time I have been allowed to deposit up until 2 days ago. Can anything be done?

Sorry this didn't include tombola, it was only 11 months later when tombola joined the group flutter entertainment that tombola emailed saying they had joined and I had self excluded on those sites I would be excluded on tombola as well. But they allowed me to keep playing and depositing from December (when they joined the group) until 2/3 days ago when they emailed saying "thank you for self excluding" and my account has since been closed.

Dear Patience12345,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Tombola Casino UK.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What reason did you provide for self-exclusion when you applied for it at those casinos?
• Do I understand correctly that you would like to remain an active player at this casino?
• Have you had any active balance at Tombola casino when you were excluded?

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

Best regards,

Katarina

Hi there, I can't remember what explanation I gave, I'm sure I would've been honest tho and said I just didn't like the site /lack of offers. Yes I would like to use tombola, tombola wasn't included when I set a permanent self exclusion for those sites or I wouldn't have! No balance was left in my account. Thanks

Dear Patience12345,

thank you for your message and for your patience.

https://casinoguru-en.com/responsible-gambling

I understand your frustration regarding the casino's decision. Please be aware that online casinos, similar to many businesses, reserve the right to refuse service based on their internal assessment. The specific reasons for their actions are not disclosed to us, nor are they obligated to provide an explanation. It is possible they are acting to protect their brand integrity in accordance with internal guidelines. As your funds remain secure and no financial loss has been incurred, we are unable to further assist with your complaint at this time. You are welcome to contact the casino directly to seek clarification; however, please note that they are not required to respond. I regret the inconvenience you have experienced. To potentially mitigate similar situations in the future, I recommend reviewing our article on self-exclusion and responsible gaming practices.

I apologize that I could not offer a more favorable resolution in this instance.

Sincerely,

Katarina