LTC Casino - The player's self exclusion request was ignored.

Hello Casino Guru,

After having issues with another casino I sent to LTC Casino on June 20th an email informing them that I want to set a self exclusion tool (so no regular closure).

Unfortunately nothing happened and I was still able to deposit on June 24th and on June 29th.

Thereafter I sent another e-mail to this casino asking them another time that I want a self exclusion. This time the casino did respond but they informed me that they do not offer such thing. On my reply afterwards nothing happened and I did not get any reply from the casino.

I have sent the casino another mail today but as we speak I have not got any reply on it. And I also contacted the casino informing them about my situation and the lack of their help and I want a full refund of the deposits made between June 20th and now (as the account is still active) but they were unable to assist me and will not close my account and refund my deposits.

For me this is a very poor casino as while I did reach out to the casino hoping to get assistance for my situation they simply ignored my request and allowed me to deposit several times.

The amounts I deposited after 20 June are:

June 24: 0.0164BTC and 0.0236BTC

June 29: 0.01535BTC

(after this deposit I sent an mail again)

July 20: 0.12698ETH and 0.19177ETH

This brings a total of 0.05535BTC and 0.31875ETH

Dear Yousst,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with LTC Casino.

Unfortunately, as the casino is an anonymous casino, where you do not use any personal information to register, the option of self exclusion is not possible. There is basically no way for them to block your access to the website if you use only just your e-mail to register. Can you please advise what did they recommend to you?

Looking forward to hearing from you.

Best regards,

Nick

Hello Nick,

I sent them three e-mails the first one on June 20th:

Hello Support,

As I do no longer want to gamble, I want you to close the account or block the account linked to my email XXXX@XXXX.XXX as a Self exclusion tool. 

Thanks a lot,

Nothing happened and I got no response on this mail.

On my second mail June 29th I got the reply this is the correspondance:

Hello Support,

As I do no longer want to gamble, I want you to close the account or block the account linked to my email XXXX@XXXX.XXX as a Self exclusion tool.

Thanks a lot,

This was their reply:

Unfortunately we don't have such option. 

Please just log out from account and do not log in. 

I replied with this:

All you need to do is block that account..

The idea of responsible gaming is that casino support players for account block. 

But I never got a reply on it and the day after this the casino send their rate mail where I could give my 'satisfaction' on their support.

I can provide all correspondance between me and the casino.

Your argument that the casino is anonymous and hence they can not block accounts is something I do not agree on. First of all the casino has my e-mail address and that is linked to a players 'account', I literally asked the casino to block/close this particular account due to issues.

And while the casino claims to be unable to close accounts that is not true as I found the following:

The Casino reserves the right to block (temporarily or permanently) the account of a player who intentionally or recklessly uses abusive or insulting language (verbal threats, humiliating statements, racial or sexual slurs, scandalous statements) addressed to employees of Live Support service and other employees of the Casino. In this case, the player must withdraw all funds from his account within 72 hours.

This shows that the casino does have tools to block/close 1 account of the player, and while they are all anonymous as long as I ask the casino to close that account and the casino fails it is their responsibility for a failing responsible gaming tool. If I had opened multiple other accounts (which is not the case here) then it would be my problem and then I would understand why they reject my claim.

But since the casino has info and could locate a player based on the email address and that will find a player ID even if they are anonymous they could close that account easily, especially as they mention it in their Terms that they have the right to block the account. Maybe next time I should use abusive and insulting language to get my permanent exclusion instead of asking the casino to close the account due to gambling issues.

Dear Yousst,

Unfortunately this is really not an option in any anonymous casinos. What would be the point to block a single e-mail address if you can simply register a new account with any other e-mail address. The point of self exclusion is to prevent the player from ever creating a new account or reopen an old one. Without any personal details on which based the casino would be able to identify you, as a self excluded person, this option doesn't exist. I'm really sorry that we are not able to help you out with this specific case. If there is nothing else we can do regarding this case, the complaint will be closed.

Hello Nick,

Thanks for explaining!

It only does not make sense to me however, as the casino claims to be able to block accounts.

The Casino reserves the right to block (temporarily or permanently) the account of a player who intentionally or recklessly uses abusive or insulting language (verbal threats, humiliating statements, racial or sexual slurs, scandalous statements) addressed to employees of Live Support service and other employees of the Casino. In this case, the player must withdraw all funds from his account within 72 hours.

The bottomline in this case would be that I had to be rude towards the casino to get the block I needed but never got.

And as you say justly that anonymous casinos can not close or block accounts, but the quoted text from LTC Casino says otherwise I believe.

Hello Yousst,

I believe they are able to block the account if it's necessary (in case of the above mentioned harsh language or any other abuse of the casino) but it would still not prevent you from creating a new account or eliminating the issue of being able to deposit. I believe it must be hard if you have gambling addiction as those casinos are basically no way to be get excluded from. I'm really sorry that it ended like this but based on the above mentioned reasons, we will be closing the complaint.