GOPLAY365 Casino - Player's account remains reactivated despite self-exclusion.

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.

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

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

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

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.

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

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