Playfina Casino - Player’s account closure requests were ignored.

Emailed Playfina on the 30/06/24 and 2/06/24 requesting my account to be closed. All requests were ignored and I further deposited more money. They have requested all proof to be emailed through for a refund request, which I have done and now they have stopped communicating with me.

Dear Zzzzzz,

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. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances 

(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino?
• My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Dear Zzzzzz,

Thanks for your emails

I can see you alluded to experiencing gambling problems due to addiction only in your email from July 15th.

• Have you informed the casino about a gambling problem or addiction before this moment, either via email or live chat?
• Has the casino closed your account? When?
• When have you made the deposits in the casino, please?

Please let me know.

I emailed them on the 30th of May, requesting my account to be closed, I did not state in that email I had a gambling addiction but they never even replied to my request to have my account closed.

Yes, they closed it on the 16th of July.

I have a copy of my transactions from them. I have deposited on the 14th and 15th of July.

Thanks for the clarification.

We believe the casinos should protect players from depositing and playing if they inform the casino about their gambling problems. Before they do, however, the player is the one responsible for any gameplay taking place.

Considering the circumstances, we believe the casino acted correctly by blocking you from playing following your email informing the casino about your gambling problems. Also, based on the timeline of your deposits, we can't help you with your request for a refund.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Please let me know if there is any other information that would support your case, otherwise, your complaint will be closed.

Dear Zzzzzz,

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

Thanks for your response.

So you are telling me that the casino ignoring several account closure requests is them acting correctly?

I have taken all appropriate actions to ensure I am blocked from any gambling sites for the next 5 years.

Dear Zzzzzz,

I wish you good luck in pursuing protection from gambling.

In our view, a player is responsible for their account active balance and gameplay. We believe however the casino must prevent you from gambling within a reasonable time after you inform them about a gambling problem. We won't be able to help you with a request for a refund for deposits made prior 15th of July, based on the information you supplied.

Please let me know if there are any circumstances I overlooked, otherwise I'll close your complaint.

Dear Zzzzzz,

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

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.