The player from Italy would like to reopen his account. The casino applied self-exclusion to his account after a heated conversation. We rejected the complaint because we are not in a position to force casinos to reopen self-excluded accounts.
Star Casino IT - Player's account has been closed.
Amount: ??
Star Casino IT
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Greetings,
following a bad gaming session on Starcasino, I decided to send an email to the assistance requesting the closure of my gaming account. Having written the email "hot", my frustration was interpreted by the assistance as a subject with gambling problems and therefore deserving of being permanently banned from all online casinos, entering the ADM register.
this drastic decision was made in an extremely superficial way, since I have never actually had any problems with online gaming, I consider it a pastime and I have never exaggerated as I think can occur (if they wanted to) from my game movements.
I therefore wanted to ask if there is any possibility of revoking this self-exclusion in advance since I have never requested it and it was imposed on me in a hasty and superficial way, based only on a sentence written in email.
Thank you in advance
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2 years ago
Dear Silvio,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I completely understand your frustration. However, at the same time, I believe that the casino did this just to protect you (as it should be). We do not see anything wrong with such an approach.
Unfortunately, we are not in a position to force casinos to reopen self-excluded accounts. Nevertheless, you can always try to get in touch with the casino and ask them to make an exception for you. If the casino says this is not possible, I'm afraid there's nothing more we can do.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Greetings,
Thanks a lot for the answer.
I tried to write to assistance but from what I was told it seems that the permanent self-exclusion cannot be revoked even if it has been applied by mistake. The revocation can only be requested after 6 months.
However, I wanted to understand if there could be any exceptions if the self-exclusion was taken not by the player but in this case in a forced manner by a customer service operator based exclusively on a sentence written in an email and without any prior notice from him. . But I think there is really nothing to be done.
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2 years ago
Salve,
Grazie mille per la risposta.
Ho provato a scrivere all’assistenza ma da quello che mi è stato comunicato a quanto pare l’auto esclusione permanente non può essere revocata nemmeno se è stata applicata per errore. La revoca può essere richiesta solo dopo 6 mesi.
Volevo tuttavia capire se poteva esistere qualche eccezione qualora l’auto esclusione sia stata presa non dal giocatore ma in questo caso in modo coatto da parte di un operatore del servizio clienti basandosi esclusivamente su una frase scritta in una mail e senza nessun preavviso da parte sua. Ma penso che non ci sia proprio nulla da fare.
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2 years ago
Translation
Greetings,
Thanks a lot for the answer.
I have tried several times to contact customer service, however from what I have been told the self-exclusion cannot be revoked even if it has been applied by mistake. It can only take after 6 months.
However, I wanted to understand if there could be an exception when this is enforced coercively by a customer service operator, without any warning and based solely on a "hot" phrase. So there has been no verification of my gaming accounts, as if they had done so they would have quietly noticed that there is no pathological defect in my gaming movements.
I find it unfair, however, that these traders have the power to make these drastic decisions taken so lightly. I understand and find its application useful when there is a full-blown subject with gambling problems. But closing everything to a user for just one sentence written after a negative session seems to me really exaggerated.
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2 years ago
I understand, but as I mentioned in my initial message, this is not something we can punish the casino for, nor ask the casino to reopen your account. Once there is an active self-exclusion, the casino shouldn't reopen the player's account.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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