HomeComplaintsNational Casino - Player's asking for a deposit refund.

National Casino - Player's asking for a deposit refund.

Amount: €10,000

National Casino
Safety Index:Above average
Submitted: 30 Jun 2022 | Case closed : 26 Jul 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 years ago

The player from Italy requested account closure, but the casino offered him bonuses instead. The complaint was rejected because the player didn't respond to our messages and questions.

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2 years ago
Translation

I have a gambling addiction, am trying to quit and have asked several times to close my account.

At this request I was offered a cash bonus, so as to push me not to cancel and later I played thousands of euros. Every time I asked to close my account they offered me a bonus and I always relapsed.

Do you know if this move is allowed or if it is possible to ask for a refund?

Gambling is a disease, it is absurd that by asking to remove an account they offer you bonuses to keep you from leaving.

Automatic translation:
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2 years ago

Dear massikk,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. This option works as a protection for players with gambling problems. 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 problems).

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

Thank you very much in advance.

Best regards,

Kristina

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2 years ago
Translation

Is there self-exclusion from curacao casinos? They all make a fuss about closing accounts. Who requires account verification, who offers bonuses .. I have to stop playing

Automatic translation:
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2 years ago

Thank you for your reply and email, massikk. I am sorry, but small winnings and no bonuses are not a valid reason for us to proceed with this complaint as failed self-exclusion. Unfortunately, based on the provided evidence we cannot ask for a deposit refund.

If there is any other message that you have sent to the casino, please forward it to me, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

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2 years ago

Dear massikk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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