Cybercasino3077 - Player’s attempts to close the account have been overlooked.

Requested self exclusion from this casino through the online messaging link ( about 10 times) and then in two emails dated

18.11.20 & 6.12.20. I then followed this up with an email today 10.1.20

No replies from any of the emails and messages I’ve sent.

Continued to take my deposits £784 in total since 19th November. Despite clearly having a responsibly gaming policy on their website!

I’ve never experienced this from any casino I have played at in over 15years! This has caused a lot of distress I just want my account closed & for to receive no marketing emails!

Dear Claire,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier history? My email address is petronela.k@casino.guru.

I have checked terms and conditions on the website, and this is what I found https://cybercasino3077.com/templates/company/responsible_gaming:

"Time-Out

Time-out is a way to control your gaming activity. Once the Time-out period is enabled, you will no longer be able to deposit or play on any of the offered products and services. The withdraw option will remain active for you to request any remaining real money balance from your account. You can revoke if you wish to, your Time-Out period but this can occur only after 24 hours from your initial request. Please contact our Customer Support Team who will be happy to assist you.

Self-Exclusion

Self- Exclusion is a more extensive way to control your activity at cybercasino3077.com.

Self-exclusion means that you decide to close your account for a period up to 3 months. In case you wish to Self- Exclude your account, please contact our Customer Support Team who will be happy to assist you."

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

Best regards,

Petronela

Hi,

Thanks so much for your reply. They replied yesterday which is a coincidence after I made this complaint on this site. I’m so glad my account is now closed but their response doesn’t justify the fact they never replied to 2 previous self exclusion emails & online messages.

Do you still want me to email over the deposits I made.

This was the email

Dear Claire,

Thank you for contacting us.

I have just looked over your account and apologise for the delay in coming back to you.

As you can imagine we get many requests daily and it does take some time to get to each one. 

Firstly let me assure you that your account is now closed and will not be able to deposit. 

Regarding all deposits, as our terms state, the same way that we would honour any bets placed whilst the account was open we of course cannot refund any bets placed in the reverse of this. 

Your account will not be reopened again and i wish you all the best.

Kind Regards,

Support Team

This was the email I sent them ;

Violation of basic responsibility gaming policy 

My requests for self exclusion & closure of my account completely ignored & no action taken 

Cyber casino 3077

I have sent the casino about 10 online messages through the link on the website and 2 emails 

dated : 

18.11.20

6.12.20

My account has remained open this is the only casino I have ever experienced this matter with. I have therefore continued to play when I have requested self exclusion. I think anyone would understand how this has caused distress.

I don’t wish this on anyone else, because my account has continued to be open this has led to temptation to play (which of course I have) 

Where is there welfare for their customers? Self exclusion requests should be high up on their priority & this is the only way for an official complaint as I’m getting no response but they continue to take my money. 

Looking at deposits from the date I requested self exclusion they total up to £784.33

This is a serious violation of responsible gaming policy. 

Can you give me a time it will take to investigate this matter please? I will need to take this further if not resolved through ADR

Thanks

Claire

Thank you very much, Claire, for the update. Regarding your cashier history / deposits made since 19th of November 2020, please forward it at your earliest convenience. Looking forward to hearing from you.

Thank you very much, Claire, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Claire.

I am sorry to hear about your negative experience with the Casino CyberCasino 3077. We will now try to get in touch with them.

Thank you Jozef.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Claire.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef

Casino.Guru