500 Casino - Pelaajan tilin sulkemispyyntöä ei kunnioiteta.

I have serious gambling addiction and since 16th September I informed the casino to permanently close/self exclude me, but they dont have such policy for responsible gambling, instead they have some kind of cool off period and they open back and actively promote via emails, which is against the gambling policies followed worldwide.

I need refund of all my deposits/losses after 16th September when I asked them to permanently self exclude me as I have serious gambling addiction and am under treatment.

Dear LA1313,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 500 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you requested an account block or a self-exclusion due to gambling problems on the 16th of September 2023?
• Could you please share your communication with the casino confirming the timeframe of the request? Send emails or chat transcripts between you and the casino to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have sent by email all required details/evidences.

Thank you very much, LA1313, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello LA1313,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 500 Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hey Michal,

The user LA1313 has been instructed multiple times on the procedure of self-exclusion as well as account deletion.

LA1313 has never requested account deletion even though he has been provided with the account deletion procedure.

As for self-exclusion. Since his requests started, he has not followed through and confirmed his self-exclusion.

Eventually, one of our support staff suspended his account on August 31st, 2024 even though he has not followed any procedures to self-exclude or delete his account.

We also would like to point out that the user is very well-aware of how the self-exclusion process works as he has successfully self-excluded multiple times in the past for different periods.

That includes him self-excluding on these following occasions:

• September 16, 2023 for 90 days
• December 22, 2023 for 90 days
• April 4, 2024 for 24 hours
• April 5, 2024 for 7 days
• April 13, 2024 for 24 hours
• April 15, 2024 for 90 days (did not confirm the self-exclusion via email)
• April 21, 2024 for 90 days
• August 10, 2024 for 90 days (did not confirm the self-exclusion via email)
• August 31, 2024 Support staff suspended the account due to unstable behavior

Kind regards,

Dear LA1313,

Can you comment on the casino's statement? Can you confirm that you have previously self-excluded successfully at 500 Casino?

Dear Michal and the Compliance Team at 500 Casino,

I am writing to formally request a refund of all deposits made after my explicit request for permanent self-exclusion on September 16, 2023. Despite my clear communication regarding a severe gambling addiction and a direct request for permanent exclusion from gambling activities, my account continued to accept deposits, totaling USD 62,390.37.

The response and action—or lack thereof—by your team not only contravened my explicit instructions but also failed to adhere to responsible gambling practices. The insistence on a maximum self-exclusion period of 90 days is inadequate for someone in my condition, which I made clear was severe and necessitated a complete and permanent exclusion.

Your current policies have directly resulted in significant financial loss and emotional distress for me, contrary to the principles of responsible gaming that your casino claims to uphold. As such, I insist on the following:

Full Refund of Deposits Post-September 16, 2023: A total amount of USD 62,390.37 must be refunded to me immediately as these transactions should not have occurred post my self-exclusion request.

Confirmation of Permanent Self-Exclusion: I also require written confirmation that my account has been permanently excluded from your casino to prevent any future issues.

Thank you for your immediate attention to this critical matter.

Sincerely,

LA

Dear LA1313,

I can confirm that from the account, the maximum duration of self-exclusion is 90 days.

However, with the evidence you have provided us, the email you have received from the casino clearly states that you can get in touch with the customer support team regarding a custom account block. Please, provide us with evidence that you have sent a properly formatted self-exclusion request that mentioned your gambling addiction and that you have sent it to the correct email address. Either post the evidence here or send it to michal.v@casino.guru. I will be looking forward to your reply.

Dear Michal,

Thank you for your attention to my case. I appreciate your role in mediating this issue with 500 Casino. I would like to clarify that my requests for permanent self-exclusion due to severe gambling addiction were made directly through 500 Casino's chat service, not via email, as that was the immediate and recommended method for assistance provided by the casino’s support team at the time.

Unfortunately, I do not have an email confirmation of these requests because the nature of my communication was through real-time chat—this was the method indicated by the casino for urgent communication. These chat logs within 500 Casino’s system should serve as valid evidence of my attempts to self-exclude permanently, which the casino's system did not accommodate beyond the maximum duration of 90 days.

Given that the casino’s system has substantial limitations and did not effectively cater to my critical need for self-exclusion, I seek Casino Guru’s assistance in advocating for:

Acknowledgment and Review of Chat Communications: That you request 500 Casino to review the chat logs from [specific dates of chat communications] as valid evidence of my requests.

Enforcement of Permanent Self-Exclusion: Pressing 500 Casino to honor my request for a permanent self-exclusion based on the severity of my condition and their initial guidance to use chat for such requests.

Full Refund of All Deposits Post-Initial Request: Since these transactions occurred after my explicit request for self-exclusion, totaling USD 62,390.37.

I urge Casino Guru to advocate for these points with 500 Casino, highlighting the need for their system to be adaptable to the urgent needs of individuals with gambling addictions, ensuring that all communication channels provided by the casino are equipped to handle such serious requests effectively.

Thank you for your support and for facilitating a resolution that upholds responsible gambling principles. I look forward to your prompt response and the actions you will take.

Sincerely,

LA

Dear 500 Casino Team,

Can you comment on the player's statement that he was trying to utilize the custom account block option by the means of reaching out to live chat?

As we have previously mentioned.

The user has never followed through with either account deletion or a custom self-exclusion.

Also, the user is well-aware of how the self-exclusion feature as he has used it before and when instructed on the process of account deletion, he never followed through.

We do not do self-exclusion for anyone by simply asking in live chat and saying "Self exclude me" as it could be anyone with device access doing that and self-exclusion is an irreversible action. It is the user’s responsibility to follow through with either confirming self-exclusion or proceeding with account deletion, which in this case hasn’t happened.

We received zero confirmation emails for a custom exclusion or account deletion from the user.

Dear LA1313,

Due to the evidence I was able to review, the casino has provided you with a clear procedure that you need to follow. Custom account lock, in other words, permanent self-exclusion, was just one email away. It is understandable that this account block could not be carried out by live chat support, because 1.) it might be the case that live chat operators do not have the option to carry out permanent account locks, and 2.) requests like these usually need to be carried out through email so there can be no doubt that it is actually the player themselves who is asking for the self-exclusion due to gambling addiction.

The fact that you have self-excluded multiple times through the website shows that you know how to navigate the self-exclusion process. Also, there is the fact that you were clearly informed by the casino as to how to proceed with the custom account block, which you unfortunately did not follow. I am afraid there is nothing we can do for you in this case.

Due to the aforementioned reasons, this complaint will now be rejected. 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.