GunsBet Casino - Player’s attempt to close his account has been overlooked.

I played with this casino I have a bad issue gambling I lost 3500 in a matter of hours I notified the casino of which I have proof of about said gambling issue to which the casino responded minutes later . I then went on to loose a further $1000aud after that it wasn’t until I had lost everything and actually stopped playing that my account was then closed with confirmation that said email was the reason my account was closed . In their rules

and regs it states that account is to be closed indefinitely once they have been notified of a gambling problem so

why was I allowed to then deposit a further 5 times after that all of which I was in communication with their "account management " and continued to loose my account was not closed until later . When I have contacted the casino they have then said that a investigation was started and they would get back to me even though I sent them all the proof after days of nothing I contacted them again to which the same

email responded I have just received this information and just go round and round this casino is very unprofessional and I still have not heard of anyone having a win from it just losses very unprofessional and rude would not recommend.

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify if you have tried to simply close your account for a certain period or to self-exclude yourself from the casino permanently? The self-exclusion should be granted immediately, however, account’s closure needs some time to be processed. Do I understand it correctly that you have sent an email to casino regarding your request? Please forward it to petronela.k@casino.guru. Additionally, from the forwarded conversation I understood, that you have deposited funds in to your account with someone else’s card? If this is what’s happened, then the owner of the card needs to request the deposits to be refunded. I promise, we will do our best to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Self exclusion I let them know so the account would be closed no I said that as a extra thing for the account to be closed because of because I knew I would keep gambling I was trying everything and after letting them know about the problem as per their rules it should of shut down but it wasn’t so I tried to say it wasn’t my card which it actually was and that didn’t even work either I have tried to communicate with the casino and they have not be helpful in the slightest

Thank you very much James for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello James.

I am very sorry to hear about your situation. We will now try to get in touch with the casino.

Dear James and Casino Guru Team,

The process of closing gaming accounts does through the customer support in the Live Chat. The player informed the manager about the issue, and asked to close his account on 27th of April at 10:26 a.m. according to the UTC. While James were communicating with a manager, not customer support, he said the following: "Please, I've lost everything I have children I have bad problem gamblin please that was everything we have". In a few minutes after this message the manager transferred the request to the customer support department for account closure. Despite the fact that the player requested to close his gaming account, he continued to chat with the manager sending a lot of different messages, and making deposits and bets at the same time. As soon as the customer support processed the request, the account was closed. The process took about 45 minutes.

We assume that the player kept on playing and making bets intentionally, in order to request a refund in case of losing his deposits. He also continued to send a lot of messages that were not related to account closure to distract the manager from the situation. 

Based on the facts mentioned above the refund is impossible. 

Sincerely,

VIP Manager at GunsBet Casino

Gunsbet casino continued to let me play after I had disclosed the gambling issue to them it was only once I had lost everything and stopped better that the account was then closed . Manager / customer support regardless the casino was made aware of the issue and continued to let me keep playing,. People with gambling issues don’t stop they keep betting chasing the loss which I assume the casino is very aware of poor effort by the casino I’m sure the manager just neglected to close the account and this is their poor excuse . Gunsbet casino is a joke .

Dear Casino Guru Team,

The player intentionally was sending a lot of different emails, that were not related to the situation, and was playing at the time of this communication. We are convinced that it was done in a purpose to distract the manager from his account. The player also tried to fool the manager informing that the card he used does not belong to him. There were a lot of messages with such false information which were sent in a purpose to lead the manager away from the issue. So at the same time when the manager was responding to those emails, and providing the player with information from the rules, he continued to play even after he asked to close the account. 

The request for account closure was sent to the appropriate department, and it was closed in less than an hour.

Best regards,

VIP Manager at GunsBet Casino

Dear James.

Please, could you confirm that the casino closed your account in one hour from your request?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.