Hotline Casino - Player’s attempts to self-exclude himself have been overlooked.

Hi

i opened an account with this casino recently then I sent mail to close my account permanently because of gambling addiction. They sent the mail to confirm how long do I want to close my account, I said clearly in the mail I am in addiction they wanted to keep me playing and then changed my mind ,Then I asked them to reopen my account then requested deposits limits of 2000 euros per week. I lost again 1250 euros after I told my addiction to them. They opened my account didn’t even apply cooling off period as well, I want your help to get my refunds and warn other players as well about hotline casino bad procedures of responsible gaming violations. Curacao egaming assholes handling my Tuskcasino complaint for 3 months still no reply so far, because if this operators breach the license all the time. Please help me.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the 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 clearly stated the reason why?

I have checked the general terms and conditions on the website, and this is what I found https://hotlinecasino.com/terms:

„Closing Player Account

4.1 You may close your account by contacting customer support. We will return to you all funds from your Player Account subject to the deduction of relevant withdrawal charges. The method of repayment will be at our discretion."

Is support@hotlinecasino the email address where your requests have been sent?

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

Hi

yes I have sent to the same mail address. I will send the evidence to your mail.

Yes I did on that day, then I requested them to reopen my account on 20/08/2021 and set deposits limits of 2000 euros per week but there wasn’t cooling off period applied for reopening accounts.

Could you please forward your request for the reopening?

I forwarded to you

Hi

i sent the self exclusion request on 19th of August then they replied the mail to me after few hours asked me to confirm how long want the account to be closed. Then after 6 hours the same day I changed my mind I requested them to set deposits limits and keep playing. But when you have a look at the mails from the operator you can see they are saying about responsible gaming practices but keep motivation going players to play in their casino. If someone says addiction you have to block the account immediately even if we ask to reopen at least cooling off period have to apply. I said in the mail clearly gambling addiction closure request permanently why does they need confirmation? They are always trying to let the addiction players to keep playing and get money.

Thank you very much, Anto1318, 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 Anto1318.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello everyone,

we have provided the Jozef with our position on this issue and with all the proofs confirming our good intentions.

Waiting any comments from the CG representative.

Hi jozef

i want to know according to this casino terms and conditions if player closed the account for gambling addiction, can we reopen the account or not?

if incase reopen cooling off period have to be applied or not?

I told them to close my account permanently because of gambling addiction, why did they want the confirmation if player explain in the mail clearly close permanently?

please ask these grounds to the operator .

Hello Anto1318.

You are right that when a player mentions gambling problem, the casino is obligated to block the account without the chance to reopen (in some specific cases at least with a relevant cooling-off period). I am still in discussion with the casino representative and will inform you about the outcome asap.

Dear Anto1318.

Our communication with the casino team has finished. Unfortunately, the casino team is convinced that their process was correct. In casino.guru, we believe that responsible gambling should be taken seriously, and every casino should do their maximum not to take money from addicted players. The best practice, in this case, would be to block your account without a chance to reopen. Since the casino was aware of your gambling problem and reopened your account, there is a key absence of player protection in terms of responsible gambling. 

The last option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it.

I am now closing the case as 'unresolved'. Be aware that this complaint will affect their reputation on our website, which is already questionable.

Best regards, Jozef

jozef.k@casino.guru