Casino let me gamble while I asked for help regarding addiction

Hello, I contacted the casino a few days ago that I needed help with my addiction as I deposit large amounts to gamble but I don't actually wanna gamble anymore. The casino representatives ignored my plea and forwarded an email. But my account wasn't blocked today and I could gamble again today. I feel sick. What can I do in this situation? I finally got help from another representative to block myself for a 100 years from all Dutch online casino's. They could've prevented all this if they heed my cry for help earlier.

Hello,

this is sad and I understand your frustration. Sadly the chat operator is usually not able to close your account directly, so the proper email to the proper department is provided instead. Some casinos even demand verification in order to close your account due to gambling addiction. It takes even a few days to respond to that email, especially during the holidays.

I'm happy that the other person helped you out of course!

If you feel you need help, kindly visit this site, I hope you'll find some useful tips there.

I clearly stated I don't wanna gamble anymore, and the live chat agent didn't help me immediately to block my account. Which the other did, if he helped me that same day this situation wouldn't have happened. The other live agent literally sent a link in the chat where I could sign up to ban myself immediately through the government website. I banned myself for a 100 years, that's how bad my problem was.

It is always good to inform the casino about this issue, and I only commented on the situation in general, hence I can't explain what stopped the first operator from helping you directly, but the common result is as I explained. It's normal for an email to be presented to the player. Maybe the second operator was not an ordinary one but a higher-grade employee taking care of the chat during the Christmas holidays. Only the casino can explain.

I'm sorry for the loss though.

If you require further comment, feel free to submit a complaint about this.

It was a normal live chat agent, just like the previous one.

Great that you know that for sure.

Now that you submitted the complaint, kindly cooperate with Petronella, please.

I'm currently missing answers to these questions:

"Did you specify in that request for how long you wish your account to be suspended and the reason why?"

Feel free to answer using this link to your complaint

What do you mean with specify how long? Once someone asks for help in the live chat surrounding quitting gambling, they are supposed to help you block your account. I didn't get any help that moment. If a person contacts the live chat who feels it's getting out of hand they should act immediately. As I said when the other agent sent me all the links I banned myself for a 100 years, so you know how bad it was and why I did a 100 years. And through the links sent by the agent I found out about Gamban and installed it on my devices. Even my bank has an gambling block but transaction from Unibet go through with iDeal payments because it's not described as a gambling company.

I hope you understand that it is necessary to mention the true reason, why you asked for your account to get blocked. We need to be sure that you stated, that you wish to close your account because of problems with gambling. So Petronella asked you how exactly did you approach the chat operator.

This is a standard procedure, we simply need to be sure. Is it clearer now? 🙂

Not every player that asks for the account closure suffers from gambling addiction, so it must be stated in the conversation, so the chat operator can act accordingly.