The player from Portugal requests the closure of her casino account due to gambling addiction and has asked for it to be closed over 70 times. After reopening her account under the promise of bonuses, she experiences further losses and seeks a refund of her recent deposits totaling 2,100.00 EUR.
Lamabet Casino - Player's account remains closed despite requests.
Amount: €2,100
Lamabet Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 9h 31m 32s
Case summary
2 days ago
Public
Public
3 days ago
Translation
I opened an account at this casino last June, and after severe losses, I requested numerous times for my account to be closed. Due to my gambling addiction, the casino eventually closed my account, but only after I threatened them. Even after the account was closed, the casino continued to send me emails encouraging me to reopen my account, even promising bonuses if I did so.
On the 18th of this month, I was enticed once again by the promise of bonuses, and I agreed to reopen my account. After initial losses, I asked for the account to be closed again, but they continued to refuse, offering me bonuses every time I requested closure. I asked for the account to be closed more than 70 times, without success.
I am requesting a refund of the amount deposited since reopening the account: 2,100.00 EUR!
Automatic translation:
Public
Public
2 days ago
Hello MEFCARVALHO77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a 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 are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Can you please specifically tell if you did mention gambling addiction to them in any of your requests?
Thank you very much in advance for your reply.
Best regards,
Nick
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