The player from the United Kingdom had requested an account closure due to a burgeoning gambling addiction, and after the account had been reopened, a deposit of £180 had been made. The account was subsequently closed once more after the deposit. The player sought a refund of the £180. The player claimed that she had clearly stated to close the account permanently and ban the URL, but was able to reopen it the next day with a different colleague. However, no evidence had been provided to support this claim. We had explained the importance of self-exclusion and provided guidance on how to do so effectively. Due to lack of evidence, we were unable to assist the player further and the complaint was rejected.
Joya Casino - Player's account has been reopened after a self-exclusion request.
Amount: £180
Joya Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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8 months ago
Ok so I had been developing an addiction to which I realised and asked for my account to be closed . They closed it, but I was allowed to reopen it and deposit the amount if 180 which shouldn't have been allowed. Then today they told me the account was banned again . This was after they took 180 of my money. Terrible casino, absolutely do not take gambling responsibility very serious , they constantly added money to my account to play with. I want this 180 back.
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8 months ago
Dear nicolabrown01,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
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 has a significant impact. If a player successfully makes a self-exclusion the casino agrees not to open this account, or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests you sent to the casino as well as the casino's reply? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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8 months ago
Hi There. unfortunately all communications are deleted unless they would have some in their archives. I clearly stated to close the account permanently and ban the URL , she closed it but i was able to reopen next day with a different colleague who clearly shouldn't have reopened.
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7 months ago
When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion due to xxx
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
I would also like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link: https://casino.guru/problem-gambling-help-centers#cnt_87=true
Unfortunately, if you have not saved any evidence showing that you requested to be self-excluded from the casino due to gambling problems, we are unable to help you any further. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
