The player from Germany had reported that despite requesting self-exclusion due to gambling addiction, she was still able to deposit a total of 40€ the next day as her request had been ignored. She also sought a refund for the same amount, but received no response from Tornadobet Casino. The player confirmed that her account had been closed after she applied for the refund and that she had made additional deposits prior to her self-exclusion request. The casino had not responded to her refund request. We had concluded that the casino was not liable for losses incurred within 48 hours of a self-exclusion request, as they required processing time. The player's account had been closed within this timeframe, so the casino had acted correctly. The complaint was eventually rejected due to lack of response from the player.
Tornadobet Casino - Player's self-exclusion request ignored by casino.
Amount: €40
Tornadobet Casino
Safety Index:Very lowPlayer stopped responding
REJECTED
Case summary
I requested self-exclusion due to gambling addiction via email, as seen in the attachment. The next day, however, I was able to repeatedly deposit a total of 40€ as my self-exclusion was ignored and my account was still open. I submitted a refund request a few days ago but, unfortunately, I have not yet received a response.
Hello Lesa,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tornadobet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is currently still open? If not, since when it is closed? Did you make any other deposits other than you mentioned here? When was the last time the casino responded to you and what was it about?
Please keep in mind that it might take up to 48 hours to process a self-exclusion request.
Looking forward to your answer.
Regards,
Nick
After I requested a refund of €40, Tornadobet closed my account. Before that it was still open. Tornadobet previously ignored my self-exclusion. Before applying for my self-exclusion, I deposited between €100-200. Tornadobet does not respond to my email regarding the refund.
Hello Lesa,
So long long exactly after your first request was your account closed?
I did the self exclusion in the morning on 29th febuary and it was still open on the 1st march this is whenever I was able to deposit again 40€.
So it stayed open for round about 30 hours.
Hello Lesa,
Unfortunately, the casino is not responsible for losses for 48 hours after requesting for self-exclusion as they have a processing time as well. They get dozens of e-mails and they can't process every request instantly.
As long as your account was closed within 2 days, the casino did everything correctly.
Is there anything else we could assist you with? If not, we will be closing the complaint.
