Refuel Casino - Player’s attempts to close his account permanently have been ignored.

Hi.

I have been playing refuel for a long time but came to the point that I no longer wanted to play at this casino and informed them on the 2nd of April that I wanted to close my casino permanently. According to their own "RESPONSIBLE GAMBLING" page, it says the following:

"Permanent Account Closure

You also have the option to close your account with us, that means you will no longer be able to play with us or have access to your account ever again. This is a permanent decision that we can not reverse and is separate from self-exclusion.

Should you wish to permanently close your account, you may do so by contacting our Customer Support on Live Chat or by emailing support@refuelcasino.com. "

I did exactly as the instructions say and contacted the casino's chat support. Chat Support confirms that my account will be permanently closed and can not be reopened. I shut down the page and continue my life as usual. I will receive a message later in the week that this week's cashback has been deposited into the account (if you are entitled to it). I think that yes I can try to log in to see. It is then absolutely no problem at all to log in to the account just as usual, although the casino has confirmed to me that the account should be closed PERMANENTly without the possibility of being able to reopen. I who then had problems with my gambling, and hence my closure of my account permanently, then deposit money and play together 1840 Euro. Both upset and frustrated, I contact the casino to send in a complaint. After a couple of days, I get the answer that due to a technical error in the casino's own system, what the chat support agent wrote did not match. My account was not closed permanently and this is what the casino clearly says that they are responsible for, but when it comes to my complaint about getting my money back, they believe that

"Looking into your request for a refund this has been denied, please note that you are also a winning player with us and have won more than 5k."

So should I get a no on my complaint because I am a winning player ?? I have tried and tried to make the casino realize their responsibility in the matter but they refuse to give in. I have been in contact with MGA which is on the casino's page as usual. They twist and turn all the rules to make it angled to the casino's advantage and that is part of the norm nowadays. Now that I have demanded all the chat conversations that I and the casino have had, they send everything but just that when we communicate regarding the closure of my account. The thing is that the casino in an email has already confirmed that what I claim is true so there is evidence of what I say.

I just want the right to be right. If I have asked for my account to be closed permanently and both I and the casino themselves state that the account is then closed for all time, so it should also be so. Had everything gone as it should at the casino without the technical problems, I would never have had the opportunity to deposit money at the casino and then not have been able to play them either.

Thank you in advance and do not hesitate to contact me if there is something you need or are thinking about.

Regards Robert

Dear Robert,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem.

Before we’ll contact the casino and ask for their standpoint, could you please forward your cashier/deposit history? I understand that your account is now blocked but hopefully, you have saved one beforehand.

I have checked forwarded email communication carefully and would like you to confirm that on the 24th of April 2021 you have mentioned the gambling problem for the first time when requesting a self-exclusion.

Let me explain to you what the difference is between closing the account and self-exclusion: Some casinos use lots of tools for responsible gambling, and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

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 the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if the casino failed, the player may ask for a refund. 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

Dear Robert,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi.

This is directly copied from the casino's responsible gaming site:

"Permanent Account Closure

You also have the option to close your account with us, that means you will no longer be able to play with us or have access to your account ever again. This is a permanent decision that we can not reverse and is separate from self-exclusion.

Should you wish to permanently close your account, you may do so by contacting our Customer Support on Live Chat or by emailing support@refuelcasino.com. "

On the 2nd of April I contacted the casino via their chat support. I demanded that the casino close my account permanently and I received a confirmation that this was done. As the casino itself writes, there are no exceptions at all when this is requested and the player's account must therefore be permanently closed for all time to come.

See attached files for proof of funds invested and a copy of the conversation between me and the chat support that shows that what I describe is true.

Regards Robert

Where can I send the files? Unfortunately it was not possible to attach the pictures together with my answer.

Thank you very much, Robert, for your reply. You can forward any supporting evidence to petronela.k@casino.guru. Looking forward to hearing from you. The uploaded communication inside the complaint, when you have filed it, begins on the 24th of April 2021.

Dear Robert,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Do I understand correctly that the first request to permanently close your account has been sent on the 2nd April 2021?

Yes it is true.

Thank you very much, Robert, 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.

Hello Robert.

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

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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Robert.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru