Harry's Casino - Player’s attempts to close his account have been overlooked.

I deposited a significant amount and complained on a few occasions about lack of the ability to set a deposit limit. I then wanted my account closed and they did not acknowledge this. I explained responsible gambling concerns and furthermore I deposited more funds after wanting to close my account. I raised a formal complaint and nothing back. I have emailed numerous times since with no reply

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Let me explain to you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if the casino failed in this, the player may ask for a refund.

If there’s any relevant communication, please forward it to kristina.s@casino.guru.

Additionally, I’d like to point out that the option to limit the deposited amount is considered more of an extra feature rather than a ‘must-have’ functionality for an online casino.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your emails, Mark. I haven't found your request for closing the account. Would you be so kind and forward it as well?

Mark, from what I can see, you asked the casino to close your account as a reaction to the message from the casino, that there is currently no bonus available for you. Unfortunately, this isn't enough for us to proceed with this case as 'failed self-exclusion.'

To self-exclude, you have to clearly ask for it. As I explained in my first message, there is a big difference between closing an account and self-exclusion. I checked the casino's Responsible Gaming section (https://playatharrys.com/templates/company/responsible_gaming) and I found this:

"SELF EXCLUSION

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self exclude. Self Exclusion means that your Harry's account will remain closed for up to 3 months. To enable self Exclusion, please contact our Customer Support via Email with your request."

Since you've asked for account closure and not self-exclusion, I am afraid that there is nothing we can do for you in this situation. If there is anything else I could help you with, or if I have overlooked something, do not hesitate to let me know, otherwise, we will be forced to close this complaint.

We received this email from Mark:

"hi, 

you are correct i asked for account closure but raised responsible gambling complaints.

In addition on there website I used the chat facility, as this was not being supported I used it to send over 10 emails sighting responsible gambling and the issues faced.

There is no copy of those at my end, all I get online is a note saying they will respond to my email....... they never did."

I am sorry Mark, but I am afraid we aren't able to help you here. The casino doesn't have an option to set the deposit limit, and from everything, you provided you clearly didn't ask for self-exclusion. Unfortunately, there aren’t unified regulations that would be applied to all casinos and player protection tools are managed by the casino exclusively. 

Since you currently don't have any proof of requested self-exclusion, there is not much more we can do. For future references, I would always suggest contacting the casino by email, stating all the important information. Sending an email is the best way to request an account closure or a self-exclusion as you follow the terms and conditions, and, most importantly, you have proof of such action. Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

We are forced to close this complaint. Please, if you come across any kind of proof, do not hesitate to contact me and we can reopen this complaint anytime. I really wish I were of more help.