The player from Germany had requested a two-week cooling-off period, which was lifted prematurely, allowing her to play five days earlier. After inquiring about the status and seeking clarification twice, she was blocked from the chat and received no response from the casino. We reviewed the provided chat transcripts but found no evidence that the player mentioned a reason for freezing her account. Since the cooling-off period was not as serious as self-exclusion, we could not assist with refunds. The complaint was rejected, and the player was advised to use self-exclusion tools and seek professional help if needed.
TombRiches Casino - Player’s cooling-off period ended too soon.
Amount: €783
TombRiches Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Hello,
I requested a cooling-off period of two weeks at the casino. To my understanding, such a period should not be terminated prematurely. I inquired about lifting the block, and the representative said I should wait 24 hours. There was no question as to why, and there was no text like I usually see from other casinos stating that I take full responsibility, and so on. As far as I know, in other casinos, these blocks remain in place until they expire. Otherwise, such measures wouldn't make any sense. As it stands, I was able to lift the block five days earlier and play. I tried to contact the casino for clarification, but no one responded. I asked twice in the chat about the status of my request, and now I am blocked from the chat after just two inquiries!
Automatic translation:
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4 months ago
Dear Jenny1306,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Did you have to wait 24 hours for your cooling-off period to be lifted prematurely?
Did you activate the cool-off period in your account or did you ask customer support to activate it for you?
Did you mention a reason why you wish to activate a cool-off period?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Hello, I contacted the chat for the phase because there are no functions in the profile. I didn't have to give a reason for the blocking or for the early unblocking.
I only know that you have to give a reason for security reasons. I have screenshots of the chat. Can I send them by email because my full name is there and I don't want to post it here.
Automatic translation:
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4 months ago
Of course, please forward me the chat transcripts as well as any other evidence that could be relevant to the investigation at veronika.l@casino.guru. Thank you.
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4 months ago
Thank you for your email.
Unfortunately, the screenshots you provided do not show if you mentioned the reason for freezing your account. Moreover, a cool-off period is not as serious a measure as self-exclusion. I am sorry, but we can assist with refunds of lost deposits only in cases where a player requested to be self-excluded due to gambling addiction, but the casino failed to protect them, allowing continued play, which led to additional deposits and losses. A cool-off period is just a complementary responsible gambling tool that can be deactivated with a 24-hour waiting period. Since you have not been self-excluded from this casino, I am afraid we are unable to help you.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
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.
