Harry's Casino - Player has self-excluded from sister casino.

Hi, basically on the 26th of october i self excluded from black magic casino. I recieved a email back verifying my self exclusion. On the 29th of october i made an account at harrys casino with the exact same credentials, email, address, payment method, everything the same. I signed up, no request for identification or verfication, i then gambled 1200 gbp. I was telling my friend, then he had told me harrys casino and blackmagic were a linked casino. So i emailed harrys casino explaining that I was self excluded and they did not withold there duty of care as i had signed up with the exact same credentials. They apoligised basically and told me my account would be closed and would not be reopened. They told me I would not be receiving a refund just because. I am within my rights to recieve a refund. They have not responded to any of my emails after this requesting to talk to managment, and about submitting a complaint etc. I then read 100s of peoples reviews realising they are scammers. Is there any way for me to get my money back? Thanks

Dear conormcl97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I’ve done the research, to offer the best help possible in this situation, but from what I have gathered it seems that these casinos are two separate companies. The only connection between these two casinos I see is the platform they are operating on (therefore those casinos look the same and have the same support). Could you please clarify how you found out that these casinos are connected?

Would you be so kind and forward me the self-exclusion request? My email address is kristina.s@casino.guru, or alternatively, you can post it here.

Best regards,

Kristina

Hi Kristina,

I have replied via email with the information requested.

Regards

Conor

conormcl97, I am sorry, but this self-exclusion request is not enough for us to proceed with this complaint as failed self-exclusion. Not only "They are sister companies as far as im aware." does not prove any connection between these casinos, but you also requested self-exclusion, because you were not happy with the service at BlackMagic Casino.

Unless you asked for a self-exclusion due to having gambling problems, you have no right to a deposit refund, and there is nothing more we can do for you in this case. Please, do not hesitate to let me know if I have overlooked something, but I am afraid I will be forced to reject this complaint. Thank you for understanding.

Dear conormcl97,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply 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.