La Riviera Casino - Player's account has not been closed.

Hello,

i have asked a permanent closure and a permanent self exclusion on the 31st of May 2022, exactly like you adviced as title in the mail i sent... They told me that they will transfer my demand to the appropriated department. I will send you the mails as proofs later once it is approved.

One week later, i had no reply from them so i wrote them again on the 7th of June to ask again a closure and a permanent self exclusion. Instead of that, they sent me promotions offering free money and bonuses on deposits, i will send you the mails later once you approve this complaint. The offer was sent a month after i asked a self exclusion and has the title of my mail saying permanent self exclusion so it is obvious that they just replied to my previous mail and did not care at all of my demand.

From this date i have deposited 140 euros with cashlib and 140 euros with neosurf among their 3 casinos, especially on this one La riviera casino. They even stole me 20 euros with my card when i tried to deposit. My bank statement clearly shows the payment but they said it was not after i sent the proof 3 times it actually did deduct the money from my account. I can send you the bank statement showing the transaction too.

I have also asked a closure on their casino clic, they told me to wait 48 hours to close my account, to not connect on the account. I did not connect for whole week and nothing was done. I wrote them again to ask a closure, i did not even get an answer.

I know i probably will not have my money back since they have no license and can behave like they want but at least their mark will go down and other players can see they are using such methods. I will also denounce them to the swiss gambling commission that they are accepting swiss players which is forbidden. I usually do not do this but when it comes to a scam casino, i do.

I contacted the casino to ask for a refund as it should be when they do not respect the self exclusion but they just sent me the same mail again saying that i do not connect for 48 hours on the account so they close it. I wrote again to prevent them, to fic it so i do not have to submit the complaint, again no answer.

In conclusion, i ask a refund of the amounts deposited after the date of my self exclusion demand, they can deduct the 100 euros i won 2 weeks ago.

I will send you every proof as soon as you want.

Dear mrmileena,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"3.3. Responsible Gaming

3.1. You may, at your discretion, opt out of playing games on our website. In order to block your access to the games, you must send an email to our customer service at the address indicated.

3.2. When setting up your player account, you can also choose to set a limit on the amount you can deposit within a specified time frame. You may change or revoke the limit or exclusion by written or electronic request sent to La Riviera casino. A request to increase, decrease or revoke a limit only takes effect 24 hours after La Riviera casino has received the notice. If the funds are not withdrawn before an exclusion period is in place, it is advisable to contact customer service to recover your funds."

Could you, please, forward me the self-exclusion requests which you sent to the casino? Do I understand correctly that you still have access to your account?

Also, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with your self-exclusion request.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you first of all for approving my complaint.

I'm actually at work, I'll send you everything once I come home because everything is on my computer. Yes, I clearly asked for the self exclusion and they just ignored it. I still have access to all my 3 accounts by them.

Hello again Kristina,

the proofs have been sent to you by mail as you asked.

Hello again,

sorry for the third post but it is just to inform you that my bank just refunded me the 20 euros i deposited using my card on their "casino clic" casino after a month, i sent an opposition to my bank in September a few days after they stole it. If you want the picture of the statement just tell me.

Hello,

They just closed my account... I find it funny that they finally closed it like I asked just after I submitted the complaint here, why wait almost 5 months... The casino clic account by the way is still open and I asked exclusion too on it, I sent you the proofs.

Please, do not close this complaint as resolved because I want to have my deposits back since they didn't close it when I asked the self exclusion. They cannot just close it now and keep my money.

Hello,

I have contacted the casino twice asking them to admit their mistake and refund me but they did not even reply to me.

Is there any news from your side?

mrmileena, I see that you requested self-exclusion, however, you did not mention the gambling problem as the main reason. If you mentioned a gambling problem, the casino would be obligated to block your account and never let you in. However, when there are other reasons such ash "losing fast" as you stated, the account can remain opened or be reopened later, and it always depends on the brand and reason for self-exclusion or account closure. Because of this, we don't think that you are entitled to a refund.

Since your account has already been closed, I am afraid that there is not much more we could do for you. If there is anything else I could help you with, or if I have overlooked something, do not hesitate to let me know, otherwise, I will be forced to close this complaint.

Hello Kristina,

Thank you for your message.

Alright, then there is nothing left to do for me than denounce them to the Swiss gambling commission so they are blocked from our internet providers.

To me, when a player asks closure and self exclusion, the casino has to respect that demand even if the reason is not gambling problem. You told me last time to put it as title and I did but it isn't enough still. The fact that they proposed me an offer using my last mail as self exclusion title proves that they would not have closed it even if I mentioned gambling issues. In my past on scratch mania casino, I mentioned it so many times but my account was never closed and I lost thousands. Unfortunately for me, this was years ago and I cannot find the mails to prove it.

A casino cannot take 5 months to close an account of someone which has self exclusion as title. I closed my account on a lot of accounts and it was always respected and they do not open it when I asked because I asked a self exclusion. And I didn't mention gambling issues. It could have been really worst for someone else for example.

Thank you for your help Kristina, it's OK to not get refund, I just wanted to show to people how they work. They also stole 20 euros from my card... Anyway...

You can close this complaint but the casino should not be right here.

I'll personally make that this casino brand won't be available in Switzerland.

Best regards,

mrmileena

I understand your point of view, mrmileena, but for us, the most important thing is the reason players ask for self-exclusion because we believe that only players who informed the casino about their gambling problems and manage to lose more money after are entitled to this kind of refund. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.