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I requested an immediate permanent self exclusion on 08/03/24 but was able to deposit after the request for self exclusion. The website gave me a 24 hour cool off period which is very predatory to people with gambling addiction. I requested self exclusion not a cool off period which enabled me to gamble again.

Dear maine513,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

If I understand correctly, you initially requested self-exclusion on August 4, at which point the casino implemented a 24-hour cooling-off period. Could you confirm if this is accurate? Additionally, did you mention concerns about gambling addiction when first requesting this exclusion?

Please be aware that self-exclusion can sometimes take a few business days to be fully processed, as it requires manual action by casino representatives. We find this timeframe reasonable to ensure your account is closed properly. Also, if I’m correct, it appears that during your cooling-off period, your account was locked for deposits. Since you expressed your concern over gambling, no new deposits were made to the casino.

If any of these details are not quite right, or if I’ve missed something, please let me know. We’re here to ensure that your experience is handled fairly and with care.

Thank you again for reaching out, and I hope we can work together to resolve this.

Best regards,

Veronika

Yes, I requested self exclusion on the 4th of August. I did not want a cool off period because then I was able to deposit after the cool off period. If I was immediately self excluded without the cool off period I wouldn’t had been able to make the deposits. I went to chat after requesting the self-exclusion because I was able to continue to log in. Spoke with a rep informed her of my gambling addiction she said that there was a note taken of my gambling addiction. I thought it was an error and I checked my junk mail and the email said that it was a cool off period. I didn’t know there were extra steps for a self-exclusion it is already hard enough to do that when you have a gambling addiction. I requested a permanent exclusion. I was able to make several deposits after my requested self-exclusion because of the cool off period that I didn’t not request it is very predatory I should have been self excluded not subjected to a cool off period the reason to the casino should be obvious that if I am requesting self exclusion I have an issue and I am trying to get help with the responsible gaming guidelines that they have in place to stop gambling.

Could you please specify how exactly you requested to be self-excluded on August 4? Did you self-exclude directly in your casino profile?

I have created an account in Wild.io Casino, and this is what I found in the Responsible Gaming section when I requested to be self-excluded:

The underlined part clearly states that you should check your email for further instructions. This is what is written in the email:

The 24-hour cooling-off period is designed to give you the option to withdraw your balance, while deposits and gameplay are disabled during this time. To complete the self-exclusion process, however, specific steps must be followed, as outlined in the email you should have received.

I understand that it’s easy to miss an email. Nevertheless, instructions in your casino profile provided clear guidance on the necessary steps and indicated that further details would be sent via email. You also mentioned that you reached out to customer support via chat soon after. If you happen to have any screenshots or chat transcripts from this conversation, those would be very helpful in resolving this matter.

I am unsure of the email that was supposed to be sent to me. I am unable to login to retrieve the messages because after 24-48 hours after telling the representative I had a gambling issue my account was eventually closed. That is a very predatory practice to offer a 24 hour cooling period when I requested self exclusion. Problem gamblers should be excluded immediately I did not ask for a cool down period because I was trying to be strong enough to permanently get myself off of their site to prevent further financial damage. Instead I was given a cooling off period. Which was enabled me to continue gambling after the cool off period. I certainly was able to bet after the self exclusion request. The casino has access to the chat I spoke with a lady representative about my gambling issue with.

Thank you for your reply.

I understand your frustration, but I must point out that the casino provides clear instructions for initiating self-exclusion in your account profile. There are specific steps that need to be followed, and it is the player's responsibility to adhere to the guidance outlined in the casino's self-exclusion process.

The cooling-off screen explicitly states that to successfully activate self-exclusion, you need to check your email for further instructions. After the initial cooling-off period ended, the casino sent you an email containing a button that required you to select the duration of your self-exclusion. Unfortunately, as this step was not completed, your self-exclusion process remained incomplete, and you were still able to log in and continue playing.

Additionally, you contacted customer support with a self-exclusion request due to gambling addiction only on August 9, at which point your account was closed. The casino met its obligations to the best of its ability, but part of the responsibility lies with you to ensure the proper steps were followed.

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.

Best regards

Veronika

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