The player from Germany, who had admitted to having a gambling problem, had asked the casino to close his account. Despite his confession, the casino had quickly re-opened his account upon request, which led to the loss of an additional 8000 Euros. The player had claimed that there were no proper measures for player protection on the website, such as setting limits or self-exclusion, and had asked for a refund. The casino had denied his allegations, stating that they had never received an email regarding self-exclusion and that the player had never mentioned his addiction in any of his numerous chats or emails with them. The player had insisted that he had sent an email, but the casino claimed it was corrupted and unreadable. Our team had concluded that the player had not made enough effort to communicate his gambling problem to the casino, as he had only sent one email and had not attempted to resend it or inform the casino in any other way after being informed that the email was corrupted. The player then requested to close the complaint.
Pokies2Go Casino - Player complains about the lack of responsible gambling measures.
Amount: €8,000
Pokies2Go Casino
Safety Index:Below averageOther
REJECTED
Case summary
Hello dear Guru Team,
I have a problem.
I opened an account with the above-mentioned casino and realized within a few weeks that I didn't have control over my gambling. I requested the casino to close my account immediately. They did so a few days later, after I followed up in chat. In my email, I explicitly mentioned that I have a gambling problem.
However, two days later I asked in chat if they could reopen my account. In a matter of seconds, my account was reopened without any questions being asked. End of the story - I deposited and lost a further 8000 Euros.
I have asked the casino to refund all of my deposits, but the casino does not respond at all. I have tried everything ....
There is no effort made for player protection on the website. One cannot set any limits. A self-exclusion on the website is not possible.
Dear Guru Team, can you help me get my money back?
I am attaching a few screenshots to this case and ask for your support.
Best Regards
Robin
Dear Robin1989,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the chat transcripts of your communication with the casino regarding your account closure and the subsequent re-opening?
When was the last time you communicated with customer support regarding the refunds of your deposits?
Could you kindly confirm if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello Veronika,
Thank you for your reply.
I sent the casino an email asking them to close my account themselves. The casino then ignored my email. It was only in the chat when I asked about it that my account was closed. Unfortunately, I have no proof of this from the chat. Then I asked in the chat two days ago whether they would reopen my account. They did that too within a few seconds.
I am fully verified with the named provider.
The last time I asked the casino to refund the deposited amounts was three days ago. The casino does not respond to my messages. My account is still open.
I am enclosing a screenshot for you.
thank you very much
Robin
I also took screenshots on the website.
Unfortunately, it is not possible for the player to withdraw as quickly as possible or to set a limit.
The casino has now closed my account after I requested a refund several times.
They also told me that if I change my mind, I can contact support again at any time.
So I wrote to support and asked if they would reopen my account. However, they told me that my account had been permanently closed.
They also say that if I open a new account, they will not accept any liability.
So I tried my luck and lo and behold, I was able to open a new account with my own data. I just had to use a different email address.
Theoretically, I can now make deposits and play as normal. Of course, I didn't make a deposit.
There is no player protection or review of blocked accounts after self-exclusion.
What is going on there is absolutely criminal. Dear gurus, please try to get my money back.
Thank you very much, Robin1989, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Michael,
I sent you an email with all the evidence.
Best regards,
Robin
Hello Robin1989,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Pokies2Go Casino,
Could you possibly provide additional information regarding the self-exclusion and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Dear Casino Guru team,
The player was shortly a member of our VIP club, therefore we have extensive communication record with him in form of hundreds chats and emails. We have examined all the communication and found that every single sentence player wrote is a complete lie and manipulation attempt. Please let us address every point stated, especially screenshot player attached:
1) After thread of 20 emails on various subjects including withdrawal options with our VIP team (as seen on players screenshot), we received corrupted email (screenshot 1). The email remains unreadable on our end. Later that day, player visits our Live Chat where chat agent informed him that the email he sent was corrupted and we don’t see it. Player’s account was closed on spot without any mention of gambling addiction or anything similar via Live Chat. (screenshot2).
2) Player requested account re open week later and increased his activity, regularly visiting chat, sending various emails, none of them mentioning addiction nor implementing any limits or responsible gaming tools.
3) To address rest written: A) every email was replied to up until repetitive refund requests after we have closed the account (6 days ago). B) Players account was permanently closed on spot. It was not open in the moment player wrote in the complaint. C) Regarding limits, we offer daily and weekly deposit limits, total bet limits, self-exclusion periods but none were ever requested nor mentioned. D) we did not say to him that if he changes his mind, he can open new one, we have explicitly stated his account was permanently closed and we cannot be held liable if he tries to create new account. E) He could not deposit after his account was closed (his card was blocked with our payment processor) as he tried to gather more "evidence" by creating new account. Anyone with working email address and crypto wallet can create new account and deposit, thus not liable part.
Conclusion:
It is evident player managed to create screenshot he attached by corrupting email in some way. It was planned endeavour to request refund whenever he feels suitable in the future. We cannot act on something we don’t see or know. This is stated in our terms and conditions. We never got this email nor anything similar was mentioned until 6 days ago when his account was closed.
Since every single sentence player wrote was a lie, and checking rest of his complaints, this player represents danger for the entire system and himself and most definitely should not play. We urge you to help him by banning his account. This might stop him from playing and requesting refunds in progressively worse ways.
Refund from us is out of the question. We have never received nor replied to that email, we have even informed player that we don't see it and he didn’t provide us the content.
Applicable section from Terms of Service:
13.1 Provided that Your Account does not show that a balance is due to us, You are entitled to close Your Account and terminate the Terms of Use on not less than twenty four hours’ notice to us at any time, by contacting us through support@pokies2go.com:
13.1.1 indicating Your wish to close Your Account; and
13.1.2 stating the reasons why You wish to close Your Account, in particular if You are doing so because of concerns over the level of Your use of the same.
We will respond to Your request, confirming closure of Your Account and the date on which such closure will be effective, within a reasonable time, provided that You continue to assume responsibility for all activity on Your Account until such closure has been carried out by us (at which point the Terms of Use shall terminate).
Dear Pokies2Go team,
thank you very much for your extensive reply.
You're making me out to be a liar? You, the biggest criminal in casino history?
Let me make the following clear:
1) The thing with the emails, that you don't get them, is a common scam with you. You've been doing that over the last few weeks.
Every company in the world receives emails - and strangely enough, they always arrive?! They don't disappear or anything. It's strange that, from what you wrote, you've received hundreds of emails from me. But this one email in particular - about self-exclusion with the gambling problem mentioned - you don't get this email by any chance? It's strange... isn't it?
2) Do I have to mention this in the chat? You write in big letters on your website - self-exclusion! This button is not clickable... Like all the buttons on the website. You can't even read your terms and conditions.
3) every email was answered? You godless scammers?
Big winnings were not paid out. The website says within 24 hours - after two days I asked. No answer.
after the third day - no answer! Of course, then you did it and the money was gone!
Like a few days ago... Big win and I asked SEVERAL TIMES by email whether an early withdrawal was possible - no reply. Here too, they waited so long until the money was gone... Great!!
You only replied to the emails when it was convenient for you...
and on we go...
On your website you advertise hundreds of withdrawal methods. My first withdrawal request was rejected. In my country you can only withdraw using Bitcoin. Can I open a wallet please? Hello? Where can you find something like that?
Speaking of payments... while we're on the subject, any deposit appears on my card statement with STEAM SYNC TECH, ONE PAYVOUCHERS.TECH, FOMILINE UAB... and so on
So who is the scammer here?
You are deliberately misleading the players. You are making up untrue stories to get yourself out of this mess.
The new account is still open. The data is the same. It just uses a different email address.
I'd be happy to give you another chance to refund me the amounts. We can happily meet in the middle on the total amount. It's just a well-intentioned suggestion.
Because I will not accept this fraudulent behavior.
Best regards
Robin
I would like to make one more comment.
Pokies2go is not the first to receive a complaint about self-exclusion.
I have browsed the forum at Casino Guru and discovered that my complaint about self-exclusion is not the first one.
From what I read on the forum, Pokies2go has ignored emails on several occasions when players have requested self-exclusion via email. So, as I mentioned, it is a common scam.
This also shows all reviews on the Internet on Casino - Guru and Askgamblers.
Dear Pokies2Go Casino,
Do I understand correctly that the only email mentioning gambling addiction was the one that was corrupted, therefore you did not receive any other emails or messages informing you about the player's gambling addiction?
Also, the account was reactivated simply because the closure did not happen due to self-exclusion?
Michael,
why do you only address this one question and not the other things I wrote in my complaint?
I already know how this is going to end... Are you getting paid to defend the casinos? Ridiculous!
Dear Robin1989,
I am addressing this one issue exactly because if you only sent one email talking about self-exclusion, we do not consider that as enough effort from the player's side. If a player is really serious about self-exclusion, he should be trying to get in contact with the casino multiple times regarding this issue. Sending one email mentioning gambling problems is not considered enough by us, exactly because of cases like these, where the email gets corrupted or does not arrive at all. That's why it is imperative that the players who are serious about self-exclusion should use every possible way to try to reach the casino with their request, not just once, but multiple times.
If you have any other evidence that you tried to contact the casino mentioning gambling addiction, besides the email from 29.3., please, do not hesitate to send me an email. I will be looking forward to it.
Michal, no I don't have that.
I have been trying to use the self-exclusion option on the website for weeks. This button is purely decorative. You cannot set any limits or anything similar.
If that is the case and I seem to be obliged to contact the casino multiple times, then you can close my complaint.
It's great that you support the casinos too!
anyway, thank you very much for your effort and all the best
Dear Robin1989,
As I have explained above, sending one email and depending on that one email is not considered enough effort from players. You even have been informed that your email arrived corrupted, yet you did not attempt to resend the email or inform the casino about your gambling addiction in any other way.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
