Pokies2Go Casino - Player’s attempts to close his account have been overlooked.

hi

i opened an account with this one year ago. I was played for a while then I sent a mail to close my account with this casino. but they didn’t close my account immediately I lost again 1900$. Even I requested a card block for future registration with their sister sites as well. All of my enquiries was ignored, I have contacted the regulator no use so far. I think Antillephone gaming licenses partner of these casinos because they always ignored my complaints. I need your help to get my refunds from this casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

I have checked the general terms and conditions on the website, and this is what I found (here):

„35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@pokies2go.com."

Is this support@pokies2go.com the email address you have sent your emails to?

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 sent the closure mail to your mail address. I sent the same mail address I sent closure mail.

Hi

i sent the closure mail to your mail address. I sent the same mail address I sent closure mail.

Thank you, Anto1318, for the forwarded email. Do I understand correctly that you have sent your request to close the account on 7th May 2020? Is your account still accessible?

hi

my account not accessible. I sent mail to close my account on May 7 2020.

I understand. When did your account get blocked?

hi

my account was closed after I lost 1900$ deposits again. It was closed in second week of May 2020.

Please understand that if you send an email requesting a self-exclusion it takes a few working days for the casino to apply it. If you have sent your request on the 7th of May and your account got blocked one week later, there’s not much we can do for you. Some gambling establishments have better Responsible Gambling tools that allow players to block their accounts immediately, even without contacting Customer Support directly, unfortunately, it is not standard practice yet. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi

i sent a evidence to your mail. Actually I sent a mail to close my account on 7th may 2020. Then they sent mail to me to set deposits limits. Then I changed my mind set deposits limits and played and lost 1900$. I told my addiction before lost the deposits of 1900$. If I say my addiction why does the operator ask the players to set deposits limits. If someone inform addiction they have to block the account for without chance to reopen or apply cooling off period. Neither has been done in my case. Please check your mail.

I see. Do I understand correctly that according to casino you haven't confirmed your request to have the account closed permanently and therefore, they applied deposit limits? How much were those requested deposit limits?

Hi

i can’t remember how much I set deposits limits.

I understand it has been a long time ago but please, this information is essential.

Hi

i checked all the mails and sent to you. I was set the deposits limits by myself via their website. There is no evidence about that.

Deposits limits been applied before 10th may 2020

When exactly, please?

Hi

i don’t know exactly probably 7th or 8th it may 2020.

Thank you very much, Anto1318, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) 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.

Hello Anto1318.

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

Hi CasinoGuru,

let us address all points above as we are not sure what is in question.

• all pokies2go players have full control over their accounts. At any given point, any player can close the account by themselves without any need for our assistance. Additionally, players can request self-exclusion or deposit limits in their respective profiles with one click of the button. The player in question did neither.

• as per mail correspondence player attached, it is visible he did not confirm account closure from our end but requested deposit limits which were applied.

• what the player did request was a card block on all sister sites. Pokies2go.com has no sister sites whatsoever and therefore we have no insight into other casinos players nor any influence over them. Pokies2go works under SG International license as many other casinos (Whitelabel - CasinoGuru team sure knows how this works).

• our license provider Antillephone N.V already rejected players' complaints.

• last, but definitely not least is the player himself. If you just take a look at CasinoGuru complaints from the player, there are a dozen complaints almost copy-pasted as ours. The player is a pathological and serial "refund hunter" with no intention of playing without asking for a refund in any casino. Such ill-intention players represent a threat to the entire community and as the complaint was already rejected by our license holder and everything was done correctly on our end, there is no possibility of a refund whatsoever.

As mentioned, we take responsible gambling very seriously and this is why all our players can close accounts at any time without letting us know. This is just the first step in our responsible gaming practices and tools.

If the CasinoGuru team has any additional questions, we will gladly reply as always, but this is a closed case in our eyes.

Kind regards

pokies2go

Hello there.

I am extending the timer by 7 days since we need more time for the case examination.

Dear Pokies2Go Casino team.

Thank you very much for your cooperation. Unfortunately, we believe that your process of self-exclusion, in this case, was insufficient in the terms of responsible gambling. Since the player clearly informed you about his addiction, his account should have been blocked as soon as possible. Therefore, emailing him for confirmation or providing responsible gambling tools is not relevant for such a case.

We did the test, how can the player self-exclude his account and when he clicks on the mentioned button he will be redirected to write you an email as the player did in this case. And, account closure is not any protection since after contacting the live chat it can be reopened in a few seconds.

Although the player is known for many self-exclusion issues, it does not have to certainly mean that he is a "refund hunter" but the opposite, he can really experience serious gambling problems. May I kindly ask you to reevaluate your position, or is this your final decision?

Dear CasinoGuru,

yes, the decision is final as we don't want to encourage the player to engage in such activities again.

Kind regards

pokies2go

Dear Anto1318.

I am very sorry, but since the casino team has rejected to change their position, we’re not able to proceed with the complaint resolution. In casino.guru team, we are taking responsible gambling very seriously, and when the player clearly expresses that he is addicted (in your case literally), his account should be blocked as soon as possible. There should not be any option for confirmation or setting the deposit limit. 

I would usually recommend you to contact the licensing authority of the casino, unfortunately, since it looks like they have already made a decision for all of your cases about the self-exclusion, I am afraid that it is lost. 

I highly recommend you avoid gambling in any form. You can also check our article about the problem gamblers that may help you in the future. Please, be aware that this complaint will affect the casino reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

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.

Dear all,

I received relevant evidence from the casino team indicating that the player has been paid and the issue has been resolved. Therefore, I am closing the case accordingly. Typically, I would seek confirmation from the player, but he has asked to be removed from our site.

Best regards, Jozef