The player from United Kingdom has tried to self-exclude himself from the casino due to a gambling problem. Unfortunately, his enquiries were ignored, therefore, he claims his deposits to be refunded.
Harry's Casino - Player’s requests for self-exclusion have been overlooked.
Black points: 289
Amount: €3,000
Harry's Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
8 months ago
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4 years ago
I have asked on the 15/09/20 to self exclude permanently and it was ignored. I asked once again via email on the 26th and again last week and the account has to this date not been closed.
I have told them I have a problem and They have allowed me to deposit time and time again since the 15th when I asked for it to be closed and since ignored!
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4 years ago
Dear Bobby,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked terms and conditions, and this is what I found https://playatharrys.com/templates/company/responsible_gaming:
„ 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 support@playatharrys.com with your request.
Please contact us if you require any further information or assistance on Self Exclusion or Time Out options."
https://playatharrys.com/templates/company/terms_and_conditions:
"CLOSURE OF YOUR ACCOUNT; TERMINATION OF THE TERMS & CONDITIONS
11.1. Provided that Your Account does not show that a balance id is due to us, You are entitled to close your Account and terminate the Terms & Conditions on not less than twenty four hours’ notice to us at any time by contacting us through our Customer Services. We will respond to your request confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms & Conditions shall terminate).
11.2. When You request closure of Your Account under paragraph 10.1, we will, subject to paragraph 10.3, return any outstanding balance in Your Account to You."
Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Hi Petronela,
many thanks for this. This has since been done and sent to your email address provided.
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4 years ago
Thank you very much, Bobby, 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.
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4 years ago
Hi Jozef, I have had an email from the VIP manager saying the account has now been closed permanently, which will mean I can not access any account information moving forwards.
He clearly acknowledges wrongdoing as he asked for any complaint to be dropped as it works against him, which sadly it does but the company have acted in a way that is not acceptable!
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4 years ago
Hello Bobby.
Thank you very much for sharing your negative experience with the Harry's Casino. We will now try to get in touch with them.
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4 years ago
Hello Bobby.
We have managed to establish a communication line with the casino but they have still not responded to my last message about taking part in the resolution directly in the complaint. We are extending the timer by 7 days.
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4 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Bobby.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
