GOPLAY365 Casino - Pelaajan tili pysyy uudelleen aktivoituna itsensä sulkemisesta huolimatta.

Hello,

Last November, I opened an account at goplay365, deposited 300 euros, and lost (all okay).

On Monday, December 2nd, I informed the chat about my gambling addiction and requested the permanent closure of my account. They told me I could do it myself from my account. When I tried, I found there was no option for permanent closure, so as a temporary solution, I self-excluded for a set period (190 days) and sent an email explaining my addiction and again requesting permanent closure.

On Thursday, December 5th, unable to control my urge to gamble, I requested the cancellation of the self-exclusion through chat, and it was immediately lifted. I made three deposits of 150, 150, and 100 euros.

I asked the chat again for permanent closure, and they told me I was being negative because of my losses and suggested I self-exclude as I did before. I explained and demanded the permanent closure of the account, since the self-exclusion I set can be removed with a simple request to the chat (thus making it completely useless), and I sent another email explaining my gambling addiction.

Today, Friday, December 6th, my account was reactivated once more, and I lost another 200 euros.

My account is self-excluded by me, but I'm afraid if I request it, they'll keep reactivating it. The chat agent tells me they reactivate the account because I request it and that "I must be the one responsible for controlling myself."

Therefore, I am requesting the return of the deposits made since Monday (when I first communicated my gambling problem) totaling 600 euros.

Thank you.

Hola.

El pasado mes de noviembre abrí una cuenta en goplay365, deposité 300 euros y perdí ( todo ok).

El lunes 2/12 comunico al chat mi adicción al juego y pido el cierre permanente de la cuenta. Me dicen que puedo hacerlo yo desde mi cuenta. Al intentar hacerlo, veo que no hay la opción de cierre permanente, así que, como solución provisional me autoexcluyo por un tiempo determinado ( 190 días) y mando un correo explicando nuevamente mi adicción y solicitando el cierre permanente.

El jueves 5/12, incapaz de controlar mi impulso de jugar solicito la cancelación de la auto exclusión a través del chat y se abre inmediatamente. Hago tres depósitos de 150, 150 y 100 euros. 

Vuelvo a pedir el cierre permanente al chat y me dicen que estoy siendo negativo debido a mis pérdidas y que, si quiero autoexcluirme lo haga en la cuenta como la vez la pasada. Explico y exijo que se cierre la cuenta permanentemente, ya que la autoexclusión establecida por mí en la cuenta se elimina con una simple perición al chat ( es decir, es totalmente inútil) y vuelvo a enviar correo explicando mi adicción al juego.

Hoy viernes 6/12, se vuelve a reactivar mi cuenta y pierdo otros 200 euros.

Mi cuenta está autoexcluída por mí pero me temo que si lo solicito, seguirán reactivándola. El agente del chat me dice que ellos reactivan la cuenta porque lo solicito y que " debo ser yo el encargado de controlarme".

Es por ello que solicito los depósitos realizados desde el lunes ( cuando comunico por primera vez mi problema con el juego) por valor de 600 euros

Gracias

Hello juliobit8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GOPLAY365 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When was the first time you mention gambling addiction to the casino?
• Would it be possible to forward evidence of your request/mentions of gambling problems to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

1. Yes, my account is now verified. The verification was automatic, all I had to do was send my national ID and a selfie.
2. On Monday 2/12 I notified my gambling addiction via chat and email and asked for a permanent account closure. The chat invited me to do it myself from my account but it turned out that it was impossible to close the account permanently (and this daily exclusion that I set on my account was removed by requesting it via chat).
3. I am forwarding you the email I sent on Monday reporting my problems with the game. This email received no response, unlike what happened with other communications, where the response to emails was instantaneous.

Thank you so much

1. Sí, mi cuenta ya está verificada. La verificación fue automática, bastó con enviar mi documento nacional de identidad y un selfie.
2. El lunes 2/12 notifiqué por chat y por correo mi adicción al juego y pedí el cierre permanente. El chat me invitó a hacerlo yo mismo desde mi cuenta pero resultó que era imposible cerrar la cuenta de manera permanente ( y esta exclusión por días que fijaba en mi cuenta se eliminaba solicitándolo por chat)
3. Te reenvío el correo que envié el lunes informando de mis problemas con el juego. Este correo no obtuvo respuesta, al contrario de lo que sucedió con otras comunicaciones, donde la respuesta a los correos era instantánea.

Muchas gracias

Dear Juliobit8,

Thank you for providing the email. However, the email address to which you forwarded your request (info@) is not mentioned anywhere on the casino’s website.

Please note that if you are dealing with a responsible gambling-related issue, you will need to reach out to one of the specific email addresses provided by the casino for such matters. You can find this information here: https://www.goplay365.com/goplay365/info/overview/infoTag/1.

We recommend contacting the appropriate address listed to ensure your request is processed correctly.

Best regards,

Nick

Good morning.

This is the email that the chat provided me with and through which I managed other problems (problems with deposits, access to their website, withdrawals, etc.) and through which I communicated with the casino (the response at that email address was almost instantaneous).

I am forwarding other emails to that same address to which the casino responded to me so that you can verify that what I am saying is true.

thank you

Buenos días.

Es el correo que me facilitó el chat y a través del cual gestioné otros problemas ( problemas con depósitos, acceso a su web, retiros, etc) y mediante el cual me comunicaba con el casino ( la respuesta en esa dirección de correo era casi instantánea)

Te reenvío otros correo a esa misma dirección a los cuales el casino me respondía para que compruebes que lo que digo es cierto.

gracias

I send other evidence that the email address info@…. belongs to the casino officially

The screenshot shows login and deposit notifications. At the end of the emails it specifies that you should go to that address for more information.

PLEASE DO NOT MAKE THE CAPTURES PUBLIC SINCE PERSONAL INFORMATION APPEARS

Thank you

Envío otras pruebas de que la direeción de correo info@…. pertenece al casino de manera oficial

En la captura se observan los avisos de inicio de sesión y depósitos. Al final de los correos especifica que te dirijas a esa dirección para más información.

RUEGO NO HAGAN PÚBLICAS LAS CAPTURAS YA QUE APARECE INFORMACIÓN PERSONAL

Gracias

Dear Juliobit8,

Thank you for your message.

It appears that the emails you have received are automated responses and may not have been reviewed by the casino staff. I recommend forwarding your request to the appropriate email address listed in the Responsible Gambling section (accessible via the link provided above).

Please reach out to them directly, and let us know the outcome so we can assist you further.

Best regards,

Nick

There are emails that are sent automatically (such as logins and deposits) but there are others like the one I forwarded to you on December 16th in which I contacted the casino and GOT A RESPONSE.

During another problem to deposit, the chat asks me to send a screenshot with the problem to that same address.

I think it is more than evident that this address is the official Casino address (I have sent you two proofs).

My account is already self-excluded and will not be reopened due to the threats I made to report the case to Casino Guru. If this were not the case, the self-exclusions would be cancelled again and again.

Check, if you want, by sending an email and you will see how long it takes the casino to respond (no more than two hours).

In any case, the communication of my addiction was communicated, in addition to those emails, also by chat, which the casino admits. I established, at their request, a self-exclusion from the website and they themselves cancelled it so that I could play again.

Hay correos que se envían de manera automática ( como inicios de sesión y depósitos) pero hay otros como el que te reenvié el 16 de diciembre en el que me comunico con el casino y OBTENGO RESPUESTA.

Durante, otro problema para depositar, el chat me pide que le envíe una captura con el problema a esa misma dirección.

Creo que es, más que evidente, que esa dirección es oficial del Casino ( te he enviado dos pruebas).

Mi cuenta ya está autoexcluída y no se reabrirá gracias a las amenazas que hice con denunciar el caso en Casino Guru. De no haber sido así, las autoexclusiones se cancelarían una y otra vez

Comprueba, si quieres, enviándo un correo y verás cuanto tarda el casino en respondente ( no más de dos horas).

De todos modos, la comunicación de mi adicción fue comunicada, además de por esos correos, también por chat, cosa que el casino admite. Establecí, a petición suya, una autoexclusión desde la web y ellos mismos la cancelaron para que pudiese volver a jugar.

Sorry Nick, but I have a suspicion that for some reason Casino Guru doesn't want to acknowledge the complaint.

I understand that I have a lot of complaints about this kind of issues but, as I have stated, I am addicted to gambling.

I'm sure it may seem like I'm trying to take advantage of the situation, but if you look at my complaints, it's easy to see that it's not profitable for me.

Of all the disputes I have won (worth more than 4500 euros) only megapari has paid me anything (1500).

The only thing I care about is that when I declare my gambling addiction and ask for my account to be closed, it is closed. THAT IS ALL I AM ASKING FOR AND I THINK IT IS FAIR.

I hope the victim is not blamed. If the casinos acted responsibly, none of my complaints would have been made.

thank you

Lo siento Nick, pero tengo la sospecha de que, por algún motivo, Casino Guru no quiere admitir la queja.

Entiendo que tengo muchas quejas por este tipo de cuestiones pero, como he declarado, soy adicto al juego.

Estoy seguro de que puede parecer que me quiero aprovechar de la situación pero, si se analizan mis quejas, es fácil comprobar que no me resulta rentable.

De todas las disputas que he ganado ( por valor de más de 4500 euros) solo megaparí me ha abonado algo ( 1500).

Lo único que me interesa es que, cuando declaro mi adicción al juego y pido el cierre de la cuenta, esta se cierre. ES LO ÚNICO QUE PIDO Y ME PARECE LO JUSTO.

Espero que no se culpabilice a la víctima. Si los casinos actuaran de manera responsable, ninguna de mis quejas se hubiera llevado a cabo.

gracias

Dear Juliobit8,

We will try to further investigate the case with the casino. I will be forwarding your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello juliobit8,

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 GOPLAY365 Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates under the GCB license, which currently does not handle individual disputes, and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal Vicente