RichPrize Casino - Player’s self-exclusion request was ignored.

I am writing to formally request the closure of my account and a refund of my recent deposit. In January 2024, I requested the closure of my account due to a gambling addiction. Despite this request, I was recently able to access my account and deposited €40, which I subsequently lost.

Given my prior request for self-exclusion, my account should have been closed, preventing any further access or transactions. The fact that I was able to login and deposit funds indicates a failure to enforce the self-exclusion measures that I requested for my protection.

In light of this oversight, I respectfully request the following actions:

1. An immediate and permanent closure of my account.

2.A full refund of the €40 deposited and lost during my recent access.

I appreciate your prompt attention to this matter and look forward to your swift resolution to ensure that such an issue does not recur.

Thank you for your understanding and cooperation.

Dear Mardock, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

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

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino reply? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you for your prompt response and for providing clarification on the distinction between account closure and self-exclusion.

I appreciate the explanation and understand the importance of self-exclusion in cases of gambling addiction. Unfortunately, I do not have a record of my previous account closure request as it was made through the casino’s chat support and not via email. As such, I do not have documentation of this request or the casino's response.

However, I recall clearly that I requested account closure due to my gambling addiction and expected the casino to take appropriate measures to prevent further access. Given the nature of my request, it should have been treated as a self-exclusion rather than a simple account closure.

I would appreciate your assistance in addressing this matter with the casino, emphasizing the seriousness of my initial request and ensuring that my account is permanently closed. Additionally, I request a refund of the €40 deposited and lost recently, as I was able to access my account despite my earlier request for closure due to addiction.

Thank you for your understanding and support. I look forward to resolving this issue promptly.

I apologize, dear Mardock, but without any evidence of you requesting to be self-excluded due to gambling problems, we are unable to continue with the investigation of your case and demand the refund of your lost deposits to the casino. It's important to always save such important communication.

If your account is still open, I recommend you request self-exclusion via email. When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If you send this request to the casino, add me as a CC in the email. My email address is veronika.l@casino.guru.

This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.