Mad Money Casino - Player's asking for a deposit refund.

Hello,

Re: responsible gaming. I have been trying to self exclude from the casino. Instructions at the casino state to advertise the live chat. I went onto live chat Nov 11, I wrote to self exclude, the message showed as read but no one responded. Nov 12, I could still log in. I again used live chat, my message showed as read. I waited and waited and no one responded. There is no email listed to email someone at the casino. I have deposited an additional $600 due to my self exclusion requests being ignored and should be returned.

Dear DBC1234,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible gambling section and I found this:

"Self Exclusion

Here players can permanently close their account. Once an account is excluded a player will no longer be able to access the platform, deposit, withdrawal and will be removed from all email and text promotions. Please use caution when submitting a permanent closure."

Moreover, I checked the Contact us section and I found the email address as well as a contact form:

Have you tried contacting the casino via these options? Could you please advise what was the reason for sending the self-exclusion request?

Thank you very much in advance.

Best regards,

Kristina

Hello,

No, I did not email as I could not find anywhere on the mobile site where an email address was listed. I just went back on and still didn't not see a contact us, only live chat option.

I followed the instructions under the responsible gambling tab, which was to contact live chat, which I've done twice. My account is still open. I have a Screenshot if you want to see.

I want to self exclude as I have a compulsive gambling problem.

Thank you

Thank you very much for your reply, DBC1234. Please note that this link will redirect you to the casino's 'Contact us' website - https://www.madmoneycasino.com/en/contacts

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I will send to your email as it has my name and email in it and I don't want that publicly posted. Thank you

Do I understand correctly based on the email that your account has been blocked?

Yes, it has since been blocked. My concern again was that I followed the directions to contact live chat, which I did, and my messages showed as "read" immediately. Why did the casino ignore my request for days and block me from depositing.

DBC1234, I am afraid that if you did not inform the casino about your gambling problem in the self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.

Since your account has already been closed, at this point I can only recommend that when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the best way to self-excluse is via email. 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. With such a request you also have a better chance to refund any deposits made after this request.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

Thank you for trying. It is disappointing as I feel it would assumed that if you click on responsible gambling and request to self-exclude that the reason is because you having a gambling problem. I don't understand why you should be required to state that in your request.

I hope this casino takes these types of requests more seriously in the future.

I apologize, this is one of our requirements to investigate further complaints regarding failed self-exclusion. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, 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.