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Hello,

I self excluded from this website around December 2023 due to a gambling addiction.

Last week I created a new account and was able to play and lose £1100. I created the account using my real name and date or birth and they collected a picture of my passport for verification

Dear LucasG05,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Did you pass KYC verification with the old account?

Thank you very much in advance.

Best regards,

Dominika

The exclusion was done through live chat so I don’t have a copy of it but it was definitely a permanent self exclusion and not an account closure and I informed them of my gambling addiction.

When you create an account on the casino they ask you to input your full name, date and birth and address which I input truthfully on both accounts, I’m not sure wether identity documents had been requested on the first account or not.

Dear LucasG05, did you complete the KYC verification with the old account?

Did you receive any confirmation that your account was closed?

Respectfully that’s the same question I just answered

Dear LucasG05, did you receive any confirmation via email from the casino that your casino account was closed even though you requested self-exclusion via live chat?

got confirmation from the casino that the account wasnt to be reopened under any circumstances

Dear LucasG05,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

Is your second account still open?

I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, 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.

Above all, 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)

Hello Dominika,

I completely disagree with your conclusion here. The fact that the casino just confirmed that the account was ‘not to be reopened under any circumstances’ confirms to me that I had clearly requested permanent exclusion and should not have been able to create a new account.

If we get the casino representative in this thread I’m sure that they will be honest and confirm that in December 2023 I made a request to permanently exclude my account specifically because of my gambling addiction.

Dear LucasG05, since I did not receive a response to my question about whether your account is closed, I assume you don't need any assistance with the account closure.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I'm sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of LucasG05. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear LucasG05, have you requested self-exclusion as previously advised?

If so, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Dear LucasG05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have emailed them now and requested the second account be excluded.

Can we now move on with the complaint relating to how I was able to open the second account in the first place which was meant to be the purpose of this thread

Dear LucasG05, as we discussed earlier, we cannot assist with your complaint about the creation of the second account without evidence of your prior self-exclusion. The confirmation you received from the casino stating that the account was "not to be reopened under any circumstances" is important, but it does not serve as proof of a self-exclusion request made due to gambling addiction.

We reopened this case to help you with the closure of your second account. Could you please confirm whether your second account has been successfully closed?

Well at least get the casino representative in the thread and we’l see if they are honest and admit that the first account was self excluded.

By the way I now have confirmation that both accounts had been verified using my passport.

In my correspondence with the casino there is no dispute that the first account had been permanently excluded due to gambling addiction what they are claiming is that the first account wasn’t ID verified which as you can see from the attached screenshots is false.

Dear LucasG05, has your second casino account been closed, or do you need further assistance?

The account has been closed now

Dear LucasG05, as I previously mentioned, we require evidence that your initial account was closed specifically due to self-exclusion related to your gambling issues.

Since your second account has now been closed, I must inform you that, due to the aforementioned reasons, this complaint will now be rejected. I’m sorry we could not be of more help on this occasion. However, if you gather any evidence regarding your self-exclusion, you are welcome to request the reopening of your case.

Thank you for your understanding, and please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.

Best regards,

Dominika