The player from Austria had requested to be self-excluded from the casino. Despite this, the casino had reopened his account in March, which led him to deposit and lose 260€. The player had claimed to have requested self-exclusion via live chat due to a gambling addiction. However, he had been unable to provide any evidence or transcripts of these interactions. We had been unable to further assist the player due to the lack of proof for his self-exclusion request, which led to the rejection of his complaint.
RickyCasino - Self-excluded player's account was reopened.
Amount: €260
RickyCasino
Safety Index:Very highSafety Index
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9.4
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
8 months ago
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9 months ago
I requested to block my account because of my gambling addiction months ago (I think I was at the end of september/mid of october 2023).
My account has been opened again by the 20th of march this year with a free 20€ bet. I deposited 260€ by then and its not fair that a casino can reopen accounts from gambling addicts and take their money away.
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9 months ago
Dear c5srx49hpn,
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? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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8 months ago
Hello!
I definitely self excluded myself by writing with the live-chat-worker multiple times and saying that I am addicted to gambling. I never received a mail about that my account has been reopened or something like that.
It was just reopened with a free 20€ bet.
BR Matthias
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8 months ago
Could you kindly provide any screenshots or transcripts of your interactions with customer support regarding your self-exclusion request? These documents are crucial for us to proceed with the investigation of your case. Please forward them to me (veronika.l@casino.guru) or send the screenshots directly to this thread. Without the necessary evidence, it becomes impossible for us to confront the casino and advocate on your behalf. Thank you for your understanding.
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8 months ago
Sadly, I never received a transcript of this conversation and I also didn't safe this evidence since my ban
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8 months ago
I'm sorry but since you do not have any chat transcript or email proving that you informed the casino of your addiction and requested to be self-excluded, we are unable to assist you further.
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.
