HeyCasino! - Player requests a full refund.

I did have an account with hey casino and i did close that for gambling problem 01-26-01 and i did have close my self for gambling problem at their sister casinon and they have the same license and i could open up an new account with hey casino again and make more deposit on agust 15 2021 and make deposit to them. That should not have been possibel for me becurse i did close my first account with them and their sister casinon for gambling problem. So i want my deposit back from them

Dear Sanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason 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

I have deposited money 2021-08-15 SEK 10,000

Was it the same account or you have opened a brand new one? Could you please forward your deposit/cashier history? Thank you very much in advance.

They had a new account with them

Could you please forward your deposit/cashier history?

Thank you very much, Sanna, for your reply and email. I do apologize, but I'm unable to identify the payment. Could you please elaborate? Additionally, If you have deposited 10,000 kr on the 15th of August why the complaint was submitted for 38,000 kr?

Because it is for the total amount when I had closed my accounts before

at heycasino's sister casinos

Dear Sanna,

Based on the forwarded cashier history I have corrected the disputed amount from SEK 38,000 to EUR 827. Now when we established the value of the complaint we can move forward.

Could you please confirm that you have used the same credentials when registering your first and second account? Do I understand correctly that this case was already addressed by the Curaçao Gaming License Authority?

Just as different is the Mail address

Thank you, Sanna, for your reply. However, I would like to warn you, that it seems to be a common practice of HeyCasino! to ignore us in our attempts to mediate any kind of issue.

Have you received any statement from the Licensing Authority?

Dear Sanna,

Have you received any reply from the Licensing Authority? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

How long ago has this been, please?

2020-12-22

Dear Sanna,

I have checked the casino website and this is what I found (here):

"Complaints

The player may contact our customer service on support@heycasino.com to give us any complaints regarding our services.

Complaints are handled by our support team and escalated in the organization if required. Player shall be informed about the state of the complaint to a reasonable level.

Player has the right to bring unresolved disputes to Curacao eGaming via complaints@curacao-egaming.com

For further information about the Authority, please visit curacao-egaming.com"

Is this the email address you have used to file the official complaint complaints@curacao-egaming.com?

Yes exactly but never got an answer back

Please forward the email that you have sent to file the complaint with Curaçao License Authority. Thank you.

Dear Sanna,

HeyCasino! runs under Curaçao license and there is not such a thing as a sister casino. If you have self-excluded yourself from Unique Casino, your self-exclusion is not valid anywhere else.

If you haven't requested a self-exclusion from HeyCasino! directly, I'm afraid, we can't help you.

I have Mail you the information

Up till now, we didn't receive any evidence that you've requested a self-exclusion from HeyCasino. We understand that you've contacted Curaçao Licensing Authority and that you've self-excluded from the Unique Casino, unfortunately, neither of these two actions is relevant to HeyCasino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I see that your account has been blocked for deposits. Unfortunately, we don't see the reason why it has been done.

Please let me explain the difference between closing an account and self-exclusion:

Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they're unhappy in the casino: Close the account or self-exclude herself, 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 the 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, a player may ask for a refund.

Dear Sanna,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I've emailed you everything

Can you send me your Mail as there is a lot I will send to you they will be much easier

Dear Sanna,

Thank you for the forwarded emails. I have checked everything thoroughly again and still didn't find any evidence that you have requested a self-exclusion due to a gambling problem from this specific casino.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.