Twin Casino - Player's self-exclusion request was ignored.

I am still struggling with gambling addiction!

I asked Twin Casino for self-exclusion and after I made the request, they sent me an email trying to persuade me to continue playing.

I did not see that email. Because I am addicted, I deposited and spent, and the Casino, knowing about my addiction, allowed it, about another 5000€.

I am entitled to a refund of this money, the Casino was previously aware of my addiction and my desire to exclude myself and took advantage of it.

Dear Dezanove19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling policy and I found this:

Self-Exclusion

Should you require a break from online gambling, we have provided a self-exclusion facility that can be accessed using the 'Manage Deposit Limits' page. If you set your deposit limit to 0 with effect for six months, this has the meaning of temporary self-exclusion, and our system will not allow you to lift it until the 6-month period has expired. If you set the '0' deposit limit indefinitely, this will be a permanent self-exclusion that will effectively bar you from playing on our website forever.

Self-exclusion is aimed as a strong intervention tool when the problem becomes compulsive. Don't hesitate to contact customer service if you require any additional information or assistance in managing your account limits. You can request self-exclusion by sending a written notice to our support team and we will address it right away. Remember that you may not request the lifting of your deposit or wagering limits before the end of their effective period.

Do you currently have access to your casino account? Could you please forward me the self-exclusion request that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

sent. Thanks

Thank you for your reply, Dezanove19. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hello,

I thought the emails were enlightening.

On February 24th I asked TWIN for self-exclusion because I was addicted to the game.

On the 25th I received an email from TWIN trying to convince me to continue playing.

I didn't want to, as I had already requested self-exclusion. As I'm addicted, I couldn't control myself and deposited and spent another €5000.

I had to beg them to delete my account, which they only did two or three days ago.

Please keep in mind casinos might take longer to close your account even if you mention the gambling problem to them.

If you happen to have a conversation where you mentioned a gambling problem before depositing saved, please share it with me, as I was unable to find it in the email you sent me. Without it, we can't confront the casino and conclude how they were supposed to protect you and ask refund on your behalf.

Casino received my message and responded.

So he knew I was addicted and he tried to keep me from playing.

It was, as a message on the "On site" website says in the email, you will have to ask the casino to send it to you, because I don’t have access, I only have the response email.

thanks.

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request is the essential evidence that the player must provide in order for us to proceed with a case like this. At this point, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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."

Also, 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 closed. 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.