Play24Bet Casino - Player’s request to self-exclude herself has been overlooked.

Hi I had an account with these guys but asked them to self exclude me and block me from all their sites but then after a while they sent me a message asking if I want to reopen my account. They put some free bonus money in there for me and offered me a bonus on my next deposits.

Coming from a gambler this I feel is wrong as I've requested to self excluded which shows they I have a problem but instead they did close it and asked if I wanted to reopen my account.

This is irresponsible on their behalf and has caused me more stress and goes against their terms and conditions.

Dear Spinx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward the emails in which you have requested the self-exclusion? My email address is petronela.k@casino.guru. Have you received any confirmation about the self-exclusion from the casino?

Additionally, please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

And the same principle is applied for the UKGC license - you are working on the UK market, you need to follow the UK law. But if you come to play in Curaçao licensed casino (by your free will and they are not targeting the UK market), you need to follow Curaçao laws.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I have sent you the email and regarding the email back it's taken me loads of attempts for them to close my account the first time and when I sent the email to self exlcude they closed my account

Dear Spinx,

I have received two forwarded emails from you. First one is from 28th of April 2020, regarding your request for the deposits to be refunded. Second email is dated one week earlier, 22nd of April 2020, regarding deposit refunds again.

Please understand that without forwarding those emails in which you have requested your self-exclusion it would be impossible to proceed with this case. Thank you in advance.

Hi I sent those emails to the casino and in their terms and conditions it states they reply within 72 hours.

This site has ignored what they dont want to hear but respond when asking to deposits money.

As a player who has informed the site they are self exlcuded and want to be blocked form all sites should have took it seriously and I believe it to be irresponsible and hasnt even adhered to any of the gamberling laws for responsible gamberling.

Please forward those emails, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Yes both emails have requested refunds but also that in self exlcuded and wish to be blocked from their sites.

I can double check the emails I sent you but I'm 100%sure they include I want to self exlcude.

Dear Spinx,

The self-exclusion is mentioned for the first time in the email from 22nd of July 2020.

You have written:

"I have contacted several of these sites stating I want to self exclude but none have implicated this:"

I was simply asking for the emails from the period before 22nd of July, as you stated that you’ve contacted casinos previously. Could you please clarify if your account is closed or it has been reopened? Thank you very much.

Oh sorry my account was reopened last month BUT HAS now been closed again.

Thank you very much Spinx for providing all the necessary information. I will now transfer 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.

thanks

Hi can I get an update please

Hello Spinx.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks

We would like to ask the Play24Bet 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’.

Yes but I sent you an email which I've already showed them asking to be blocked and self excluded as a gamberling site you should have dealt with that.

You have responsibility to abide by the law of gamberling, you have irresponsibly picked on a vulnerable person knowing they have a problem.

Dear Spinx.

The casino has informed us that they are going to contact you and try to reach a settlement. Please, inform us about the outcome.

I am extending the timer by 7 days.

Ok ill wait for them to reply and let you know

I've sent emails after emails but they still haven't replied back

Dear Spinx.

Please, is there any new information about your case?

No they have ignored my emails nothing

Hi i still haven't herd off them this is really frustrating

What happens now they havent emailed even thou ive emailed loads of times. Is there nothing else I can do as they said they was gonna offer me a settlement offer AND THEY havent abided by the casino legislation about responsible gamberling.

Hello there,

Dear Play24bet Casino team.

Thank you for your cooperation, we highly appreciate your part. Unfortunately, we consider player's claims to be relevant in terms with responsible gambling. Spinx clearly expressed the gambling problem, therefore, his requests for account reopen should be ignored or at least provided with sufficient cooling-off period. 

Please, could you revaluate the case?

Hi ive emailed and emailed for 42 days and they haven't responded. This is joke is there nothing I can do to take this further as they are obliged to abide by responsible gambling.

Since we haven’t received additional response from the casino, we believe this is their final decision and we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Spinx.

It is clear that every casino should respect terms of responsible gambling, we believe you are entitled to the refund since you have clearly expressed the gambling problem and the casino still opened your account so easily. 

Your last option is to file an official complaint at the licensing authority of the casino (Curacao). I will gladly help you with it. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef 

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello there,

Dear Play24Bet Casino team.

Thank you for your cooperation.

Dear Spinx.

Please, could you confirm the casino statement?

Yes hi they have refunded me but they have amused the site casino765 and I was asking would I get refunded from that site aswell.

Play24bet.com have refunded me the 600 euros which ive said I was happy to accpet

Hello Spinx. 

I am very glad to hear about that, unfortunately, Casino765 is not relevant to discuss in this complaint. I highly recommend you to contact the casino support or submit a new complaint in the review of the Casino 765.

Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru