HomeComplaintsMONOPOLY Casino - Player’s account was closed after being discovered that he has self-excluded himself from sister casino.

MONOPOLY Casino - Player’s account was closed after being discovered that he has self-excluded himself from sister casino.

Black points: 32

Amount: £420

MONOPOLY Casino
Safety Index:Very high
Submitted: 28 Feb 2020 | Unresolved : 24 Mar 2020
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

4 years ago

The player from United Kingdom is questioning casino’s decision to keep his deposits, after account closure due to a self-exclusion from sister side.

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4 years ago

I registered with this casino and deposit £450. They decided when I had £30 left that they would

close my account.  After chatting to them they said I had self excluded myself from a sister site ( virgingames), so my account would have to be closed, which I understood. I asked them as it wasn’t my fault and I wasn’t aware and they also let me register with them to refund all deposits. Their reply was that the bets were void and cannot be retrieved!!!!! I asked them what if I had double my money would you have pay out, you can guess their reply!!!! Shocking stay clear!!!! 

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4 years ago

Dear Wesley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to emphasize, in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions:

"If the casino belongs to a bigger group of casinos, players should be made aware of this when self-excluding. Ideally, players should be given the option to self-exclude from one casino only or self-exclude from all of them. All casinos should be listed, otherwise players will not know which casinos are related.

Regardless of what players do, if a casino let's someone play despite having a self-exclusion in a related casino, not being supposed to play should not be used as a reason to withhold their winnings."

Have you been given a possibility to self-exclude yourself from one casino or the process was automated and included all the sister sides? Have you received a list of related casinos? I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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4 years ago

I excluded myself from virgin games ages ago, so I think monopoly casino wasn’t even a gambling site, so there wasn’t a option to exclude from all sister sites at the time. 
I didn’t receive any related sites to virgin games

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4 years ago

Thank you very much Wesley for providing all the necessary information. I will transfer now your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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4 years ago

Hello Wesley.

 

I am sorry to hear about your situation. We will now try to get in touch with the casino.

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4 years ago

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

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4 years ago

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

 

The casino can reopen this complaint anytime.

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