RichPrize Casino - Player's account has been reopened.

I haven't gambled for 4 months. I signed up to gamstop and blocked myself from all non ukgc sites early November including Richprize. When closing the account I told them " I have a gambling problem I am spending more than I want to. Close my account permanently and do not let me reopen even if I ask". They closed the account. A few weeks later they sent me emails about bonuses. I responded to say I closed my account and to stop emailing me. RP then said "the message sent to you was an automated message stating that you have a balance on your account would you like to reopen the account ? ".

I clearly replied "No I already said don't let me re open the account. Can you you take my number off the mailing list."

Unfortunately on 05/02 I had a relapse which could have been avoided If they followed responsible gaming. All other sites both UK and non UK refused to reopen me apart from richprize. It took less than a minute to reopen my account. They asked me why I closed the account and I said because I was spending too much than I wanted to. They then reopened the account t. Luckily I only deposited €100 (which is a very low amount to my usual thousands). As soon as this went I asked them to close the account and why they reopened it in the first place. They said because you told us you spent lots.

I now have requested a refund and they told me to wait for a response from Compliance team within 24-48 hours but its over 72 hours and have not heard a thing. When I chase it up they tell me to wait.

Elena

Dear Elzytew,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Firstly, I would like to mention, that this casino doesn't have a UKGC license, therefore sadly, Gamstop self-exclusion cannot be applied here.

Do I understand correctly that you currently don't have access to your account?

Could you please forward me the initial self-exclusion request you sent to the casino? My email address is kristina.s@casino.guru. Also, if there is any other relevant communication between you and the casino, please forward it as well.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I am aware gamstop doesn't apply here but I sent them a request to block the account permanently anyway and never to re open even if I ask to which they initially agreed to. I will send this to you.

I still have access to the account even after telling them this issue. However I haven't deposited since the €100.

Thank you I will send you the documents now.

Elzytew

Thank you very much for your email, Elzytew. Do I understand correctly that this is your self-exclusion request?

Hi

That was my first initial request to permanently close yes. A month after I tried to open it and they said sorry we can't its permanently closed. Then like I said I relapsed again last week and asked and they opened it. But since then I sent another email to say it again "do not let me reopen this account". I have sent this to you.

Elzytew

Let me know if you need anything else.

They still haven't replied to my email regarding this issue so I am going to leave it to you from now.

Thank you.

Elzytew, I see that you mentioned gambling problems in one message in February, after the casino reopened your account (the long screenshot), but did you mention it before the casino initially closed your account? Maybe I am missing it, but I don't see such messages, only the one I posted here earlier. If there are any other messages, would you be so kind and post here the screenshot (or forward it to me)?

It seems to have been removed from their history chat. I asked them for this. Please see attached for their response. Their response doesn't make sense as they were able to send me other chat history.

However I do recall I told them I had a gambling problem and therefore I needed the account to be closed indefinitely and permanently. They initially stuck to this as I tried to open the account after this and they replied to say they cannot reopen as I requested a permanent closure. I even emailed them to make sure I was removed properly.

I am very sorry, but we cannot confront the casino without this essential evidence in our hands. In order to proceed with this case as failed self-exclusion, we must have proof from you that the account was closed due to gambling addiction, otherwise, we consider it just a simple request for account closure.

Casinos can reopen players' accounts and let them deposit as long as they didn't ask for self-exclusion due to gambling problems.

If you are not able to provide the required evidence, I am afraid I will be forced to reject this complaint.

Hi

I did ask for a permanent closure though not just temporary and I mentioned twice do not let me reopen if I ask. Which shows I needed help. I also told them I am spending spending much and can't play without deposit limits - would this help ?

They even declined opening the account at one point because the account was PERMANENTLY closed And they are not allowed to reopen.

I am sorry, but that is not the same. Please understand, that it is very difficult for us to proceed with this case without crucial evidence. We would like to help you, but it’s impossible for us at this time and I am forced to reject this complaint. Please, if you come across any kind of proof, do not hesitate to contact us and we can reopen this complaint anytime.