Leonmonaco Casino - Player requested self-exclusion is being ignored.

The casino is leo Monaco not leo Vegas as you did not have leo Monaco on your system.they are a new casino.

I made quite a few deposits at this casino and it felt like slots had a lot more edge than they should have.

anyway I asked for my account to be blocked due to personal reasons and they did not reply back until days later. Their reply was I should limit my deposits. I replied saying no please block my account and told them I had gambling issues. Again a 3-4 days later they replied saying I can activate a timeout which I was already on but this only lasts five days. I’d had enough and replied back that It was a disgrace that they were prepared to ignore my requests and leave me to potentially gamble. I also said I would be making a complaint if they did not do by the of the week. I have no confidence they will as they have not even replied days after my request.

i would appreciate you assistance so that they close my account.

ive read a few reviews and it’s not been good. They were hard to find and I wish I’d seen them sooner. I think they are scamming people.

regards

ash

Dear Ash3110,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

Please, forward me any relevant communication between you and the casino (especially your self-exclusion request). My email address is kristina.s@casino.guru.

Additionally, I would like to know if you’ve deposited some money since you sent your self-exclusion request.

I will be waiting for your reply patiently.

Best regards,

Kristina

Hello Kristina and thank you for taking the time to look into my case.

I will forward you emails that I sent from my email address but unfortunately I also sent them emails on their website which I am unable to show the extent I was trying to get them to close my account.

I doubt it was a coincidence but immediately after I received your email yesterday I also received an email response from Leo Monaco, I will forward this to you. I'll let you decide with regard to their response.

Because they only had a maximum timeout of five days that I had to keep submitting, on one occasion I ended up making four deposits of £50 before activating a timeout again.

Can I also point out that this was contributed by the £90 bonus they put into my account when it opened again.

Kind regards

Ash

Ash3110, thank you very much for your emails. Before we move further, could you please also send me the deposit receipts, if possible? The date of transaction should be visible. You can use the same email address - kristina.s@casino.guru

Also, could you please let me know, if you still have access to your account or not? In the last email from the casino it is mentioned that 'Your account is permanently blocked.'

Hello Kristina

I will try and send you over the deposits I made after I requested to close my account. If they're a genuine company they will have this on record.

They have blocked my account now so I cannot get access to my account.

Regards

Ash

Thank you very much Ash3110 for your reply and emails. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ash3110.

Because we added the casino only recently we need first to establish a communication line. So it might take some time, and I am sorry for that. Meanwhile, I made a registration in the casino and tried to self-exclude (to follow your steps) 

I was able to set my limits easily, and there is a Time-Out function for short time exclusion. Will be informing you about any progress.

Hello matej

thank you for looking into this.

unfortunately the maximum timeout is 5days. No self exclude option is available .

i will not go into detail as kristina will or would have passed on the details to you from the communication I have had with her.

regards

ash

Yes, Kristina forward me your communication with the casino.

In case that player mentions gambling addiction, the casino should take reasonable steps to prevent that player from gambling. Here it looks like the casino failed. But before we confront the casino I would prefer to have a personal experience with how the whole process works. (and also another proof)

Of course matej I’ll leave it with you.

regards

ash

Thanks for waiting.

I can confirm that either they are not reading their emails or they do not care about self-exclusion.

I want to ask casino representatives to stepped into the case and explain why their self-exclusion policy is not working.

I like how the Time-Out working. It shouldn't be so hard to do the same for self-exclusion, the same tool just with different time frames.

Update:

One hour ago was my account blocked.

Dear ******,

Thank you for your message to Leonmonaco Support team.

We can now confirm that your account is closed.

I would also like to give you the details for GamCare at www.gamcare.org.uk, tel on 0808 8020 133 and  Gambling Therapy at www.gamblingtherapy.org

This does not come as a surprise as they must realise people are looking into them.

it could not be anymore different from how they dealt with my situation . You have the evidence.

there are so many unethical practices , no self exclude , I could not get on live chat , no response to emails.

funny how they ignore your request and the only way they get back to you is when you contact them on behalf of casino guru, then they block your account. They Must think we’re all stupid.

do you really think the timeout is good enough that being five days? This is usually the minimum.

keep onto them matej

Can someone please give me an update regarding this casino as their response tile has expired?

Regards

Ash

Sorry Ash.

So far they are non-responsive. I am trying to get some alternative contact.

there silence or ignorance speaks volumes of how badly they are behaving.

MAtej can I suggest that if they fail to respond again can you provide a brief review of what you have conducted as I don’t want you to potentially be wasting more time with this lot.

i can then forward this and explain it to my bank of their activity.

kind regards

ash

Unfortunately, the casino is non-responsive here and ignoring our emails. Even though the casino representative read my message on Skype 2 weeks ago, they are ignoring us on Skype too.

We take responsible gambling very seriously, and what Ash describing in this complaint is unacceptable for any casino.

Responsible gambling policy is not only the one problem in this casino, but they are also offering fake/pirated games either.

Because the casino didn't respond anyhow, we are forced to close this complaint as unresolved. I am very sorry, Ash, but we can't help you more.

Regarding your lost money, if you made your deposits via credit card, please contact https://mychargeback.com/, and they might be able to help you.