CryptoLeo Casino - Player seeks refund after account exclusion.

Hi,

I’d like to request a full refund on my deposits and failed ones because of the fact that my account is supposed to be network wide excluded however they never honoured it when all there sister sites are please see attached picture let me know if more is required. I’m supposed to be self excluded due to the network wide exclusion.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found:

If you feel that you may be becoming dependent on gambling, you should consider permanently excluding yourself from all gambling environments. If you take the decision that you no longer want to play at cryptoleo.com, you can permanently block your access by contacting our Customer Service team by emailing support@cryptoleo.com, and changing your account status to "Permanent self-exclusion". If you wish to self-exclude yourself for a set period, you can do this by contacting our support by emailing support@cryptoleo.com.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested self-exclusion from CryptoLeo Casino directly? Do you currently have access to your casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Every other sister casino of there’s automatically blocks me instantly I can try and record it for you… that’s so unfair

Thank you for your reply, sati725. I understand your frustration, but please understand you can expect this type of blocking if the casino shares information about it on its, and associated websites, or if the casino operates under a specific license such as MGA or UKGC.

Furthermore, you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I requested it also when I told them that I should’ve been self excluded already. I’m unable to login whatsoever. Thank you for your time, but you need to understand why does every other sister casino instantly exclude my account but not there’s?

Although I get your point of view, we have a strict policy when it comes to group self-exclusions. Unfortunately, as long as your account was closed upon your request, there is not much we can do.

Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

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.