Tips for Responsible Gambling: Let's Share Our Advice (page 2)

Hello again,

I can't provide direct experience, because I have never been in that position, but I would respond to the topic. Presenting the business standards, because nothing in life is just one sided.

Just recently I posted a question on our social media profiles: Can you tell the difference between an account closure and permanent self-exclusion? In my opinion, your experience is very close to this subject.

I perfectly understand anyone may feel ashamed to come clean about losing control over gambling. Sadly

people close their accounts for many reasons, and online casinos' responses to such requests can vary significantly. Therefore, you should have a clear understanding of why you want to close your account and then proceed accordingly by telling the support.

Relying on your assumption that every single chat worker is able to analyze your gaming history is not just quite unreal but also very dangerous.

Account closure can be easily revoked, so the Self-Exclusion without mentioning the gambling issue. Also, a casino worker will most likely try to attract you to stay, suggest gambling tools, or use other methods to prevent harm but still convince you to stay. That's the crucial point. They just do not have to take the request so seriously until you clearly state the addiction. Such a statement should change everything.

So sadly, yes—if a player evades saying he's experiencing gambling harm, what the casino did does not sound that extraordinary to me.

I'm not saying it was all good; I have not, for example, seen the way this manager treated you. In my opinion, it sounds kind of weird, but I can't judge anyone without knowing the full context.

Lawyers would probably say this was legal, but we are not lawyers here.

In order to bring more insight to the whole situation, we would need to see the timeline and concrete chats, I guess. Still, if you feel that, for example, the casino forced you to act under duress with its approach, you may gather the evidence and present this through the complaint.

In any case, this is very true from the safety perspective:

"UNFORTUNATELY, THESE REPORTS DON'T MATTER, BECAUSE WHAT REALLY MATTERS IS THE PHRASE " I WANT TO EXCLUDE MYSELF BECAUSE I'M ADDICTED".

I spotted a few players submitting complaints because the casinos closed their accounts to prevent gambling harm. Those players claim there have never been any signs, and they have never asked for that.

This, in my opinion, demonstrates how important the open and clear communication is.

Thank you very much for your insight.

But it's easy to see how the casino in question even ignored the phrase, I want to exclude myself due to gambling addiction.

In August last year, I took advantage of a long weekend, when my ViP manager was away, to request self-exclusion, and even then they didn't close the account, they said it wasn't possible because I was a vip customer and I had to wait for my vip manager to close it.

When he arrived, he came with a bonus and convinced me to stay.

Later I asked for immediate opt-out, claiming it was my right.

I asked for a refund, it was denied, I had to involve kahnawake Gaming commission, then they assumed the error and only gave me back the amount deposited since that self-exclusion request.

I tell you this just so you have an example of how even with the self-exclusion request they ignored me.

Then I found out that some of the payments made to this casino were made using beneficiaries with nothing to do with the casino, such as:

Topcom

Ad wadata lda

Mydates

Keygo

Triramp

Etc...

Anyway, entering this world of casinos feels like entering the darkweb

Hi,

I see. The topic of closing a casino account essentially changes as the specifics do.

What, in my opinion, always remains, though, is whether and how the player expresses the addiction. I was trying to point out that a standalone self-exclusion request without any mention of the addiction will very likely end up with a retention process. Like the situation with the VIP manager, for example.

Now it seems that you stated the addiction or immediate gambling harm, which is always a good call when losing the control. As I suggested, though, these situations are very delicate; there are no international scripts for possible scenarios, so the casino has to rely on its own standards, and players tend to rely on their own expectations.

So, the self-exclusion request is, in many situations, considered a usual request for the account closure unless the player ask for the permanent self exclusion due to the gambling addiction. The addiction is the trigger here, not the self-exclusion option.

To the payment processors, it is pretty much a very common way to handle deposits. I already saw some activity in the thread about misused merchant codes, which is quite the subject, isn't it?

Is this a legal procedure? Doesn't it violate AML rules?

Not sure what specifically is supposed to be in question.

Well, I told you we are not lawyers, so you should ask specialists on legal matters if you're concerned about legality and the AML.

Legal matters are out of my range of knowledge and also outside Casino Guru's field of expertise.

Do you have the chat logs that back up your claim?

if you request self exclusion and state gambling issues. Then any casino (even the scam ones) will instantly block your account.

I speak from experience, so I’m happy for you to prove me wrong

Thank you for your reply,

I have an open complaint with a casino, which despite being regulated took 13 days to close my account.

But in the report I made above, after I asked for self-exclusion, they asked me to wait for the VIP manager, and he turned me around.

However, I always asked to close the account, but they always gave me something, either a bonus or a vip manager or weekly cashback etc.

I even asked to be blocked from the casino area dozens of times a day and to be unblocked. Unfortunately, the casino didn't take any action and suggested that I self-exclude. I vented a lot to my VIP manager. I allowed myself to be led into a field of friendship... and that was the end of that

That’s a fair point but if you say that you specifically mentioned gambling issues then the casino wouldn’t take 13 days to close the account.

On another note. The casino VIP manager isn’t your friend and never will be. They are there to exploit you as much as they can and extract as much money out of you that is possible.

Im sorry to appear cynical, but after spending many years in the depths of despair that is gambling addiction, I simply can’t accept that any casino would act in this way.

I have played thousands of casinos and every single time I self excluded and mentioned addiction, my account was locked out immediately

https://casinoguru-int.com/pt/palmslots-casino-o-encerramento-da-conta-do-jogador

And it's still not resolved.

This is an example, in another casino, I requested self-exclusion, they didn't close the account and only when I involved kahnawake Gaming commission, they proceeded to refund the deposits after self-exclusion

You seem to be avoiding the points that I raise in my replies.

What help is it that you need from the forum?

Support to help you through the gambling issues or the issues you seem to have with the gaming commission?

Are you based in Canada?

I live in Portugal.

My problem is with the games

So how come you keep mentioning the kahnawake Gaming commission?

They are based in Canada.

Did you gamble on casinos from Canada.

What games do you have issues with

No. But it is the regulator of some casinos operating in Europe.

For example

22bet

Leon

Nine casino

etc.

Yeh that’s fine. But still not sure what it is you're looking for on here.

you don’t really seem to engage in the messages.

if you have lost your money at the casino then you need to accept that and let it go. Nobody is to blame for you losing it other than yourself.

trying to get gaming commission’s involved and banks and that is a waste of time. Blaming the game is a waste of time.

the first part of accepting that you have a problem with gambling is to stop finding someone or something to blame.

take ownership, take space away from it and focus on moving forwards

My words exactly leave the pass in the pass get on with your new life. It is hard to closes a account at the casino, but when you say you have a gambling problem it will take time to closes your account because this goes out to all the casinos your name will be black listed, please don't look at this as being embarrassed that you have a gambling problem this is a good step in the right directions, its like a alcoholic that said they want to quit drinking they ask for help. Playing at the casino is all about lucky and stupidity your lucky if you win and your stupid keep going on if you lose 🫢😮‍💨.

First, make sure you have discretionary income to use - that is the money left over after taxes, rent, food, utilities, clothing, savings, etc.

When you enter the casino, the 1% rule is a good place to start [ex. if you want to play a $10 table, have at least $1,000 dollars available].

If you really want to stretch your dollars, enter tournaments as a small buy-in may give you many more times in chips, will give you significantly more play time, and the competition will show you where you are weak so you improve.

Lastly, remember the casino will try everything it can to get you to spend more than you plan ... so do not take any extra money, credit cards, or other source of further funding.

Love you game

My words exactly leave the pass in the pass get on with your new life. It is hard to closes a account at the casino,but when you say you have a gambling problem it will take time to closes your account because this goes out to all the casinos your name will be black listed,please don't look at this as being embarrassed that you have a gambling problem this is a good step in the right directions, its like a alcoholic that said they want to quit drinking they ask for help Playing at the casino