PowerUp Casino - Player's self-exclusion has not been processed.

On July 4, 2024, I emailed PowerUp Casino to request self-exclusion for a period of five years. I followed the process as advised on their website, expecting prompt action to ensure my account would be closed and I would be prevented from further gambling.

Despite my explicit request for self-exclusion, my email has been ignored, and my account remains open. Consequently, I have continued to deposit funds and gamble, exacerbating my gambling problem.

I am seeking a full refund of all funds deposited since my initial request on July 4, 2024, and immediate self-exclusion from PowerUp Casino. This situation has caused significant distress, and the lack of response from PowerUp Casino is unacceptable, especially considering the critical nature of problem gambling.

I urge PowerUp Casino to address this matter urgently and take the necessary steps to close my account and process the requested refund.

Resolution Sought:

1. Immediate self-exclusion for a period of five years as per my initial request on July 4, 2024.

2. Refund of all funds deposited since my self-exclusion request on July 4, 2024.

3. Acknowledgment of the issue and a formal apology for the lack of response and failure to act on my self-exclusion request.

Hello Nikala,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerUp Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you requested for self-exclusion with the e-mail you are registered with in the casino? How many times, how much and when exactly did you deposit since your request (you can also forward your deposit history from your casino account) ? When was the last time you spoke to the casino and what was it about? Did they ever respond to the e-mail or in live chat?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for your reply.

To answer your question, no I never got a response from them via email and have since resent the email. Both have case numbers from their ticketing system as responses saying ‘request received’

See deposits since self exclusion requested. On numerous occasions I have spoken with them via chat or my VIP account manager but not about self excluding. I did request account closure to them since my email to self exclude too but that was in regards to loyalty benefit issues. My self excluding email has never been discussed or had a reply even though it was sent stating wanted to be self excluded for 5 years. I still remain able to access account even though yesterday again I have asked and they also don’t have a way to self exclude automatically

Hello Nikala,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Nikala,

Did you ever mention gambling issues or addiction to your VIP manager?

Also please note that without mentioning it in your e-mail, it is considered as an account closure request. Please try to contact them again and specifically mention gambling issues.

Let us know the outcome.

Hi Nick

in my email I clearly state self exclude for 5 years but no, I don’t say why. By law, when someone requests a self exclusion, there is a requirement to do just that. No reason should need to be given when requesting self exclusion as it’s well known self exclusion is to prevent gambling harm. Account closure request is different and I understand the need to give a reason.

Self exclusion on most casinos is automated. There is a reason power up don’t and they need to be held accountable for failing to action this request.

"Self-exclusion is a process that allows individuals to voluntarily ban themselves from gambling venues and online gambling platforms. By law, self-exclusion means that gambling operators are legally required to take reasonable steps to prevent the self-excluded individual from participating in gambling activities at their venues or platforms. The specific legal requirements can vary depending on the jurisdiction, but the overarching goal is to help individuals manage or overcome problem gambling behaviors."

Dear Nikala,

Unfortunately, the reason has to be mentioned. Most of the players do not know the difference between account closure or self-exclusion and requesting exclusion even if they just want to close their account.

The casino's approach is the same as they are obligate to exclude players with gambling issues non others.

Did you try to contact them again as recommended?

Yea I have and they have closed my account now only after a compliant raised. It’s now become apparent this casino

operates under Philipnes license and explains their lack of cooperation and why other complaints are having same issue with them setting they didn’t receive emails.

I still maintain that the casino should have self excluded me after 2 attempts of requesting and saying self exclusion for 5 years and they still chose to ignore it. You can’t tell me that, that’s not a blatant breach? If they needed a reason, they should have asked but ignored as they knew they could get more money from me being a problem gambler.

Dear Nikala,

We are aware that the self-exclusion does not work as it should in every online casino. That is why we recommend to every player to be as specific as possible (mentioning gambling issues/addiction) as by that, they have a bulletproof evidence of their request.

Is there anything else we could assist you with?

Dear Nikala,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.