VeryWell Casino - Player’s attempts to self-exclude have been overlooked.

Asked for a permanent self exclusion due to a gambling problem, this was responded to, however this didn’t happen and I was allowed to deposit €2200 because of the lack of customer care!

I have emails from them on numerous occasions admitting there fault however they are now ignoring my and my issue, if you want I can forward al l emails across.

Dear Kdalley,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I wanted to check the Responsible Gambling section, unfortunately, the website seems to be down at the moment.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Will get these sent across there’s is 112 emails, thanks

Screenshots from the player:

Thank you, Kdalley, for all your emails. I went through everything and this is what I understood:

• 10/11/2021: when the casino asked for a reason to apply the self-exclusion, you have replied that you have a "problem" but didn't specify it is a "gambling problem"
• 15/01/2022: you mentioned "gambling problem" for the first time and your account was permanently blocked

Could you please confirm it?

My account has been reopened 3 times since they were supposed to have permanently blocked my account

Could you please advise when was your account reopened again and why? Have you requested the reopening or it has been done automatically?

Hi

iv sent you the most recent emails, no Iv asked for a permanent self exclusion, every month they reopen my account even though I have emails stating my account is permanently blocked! Complete scam if you ask me

Forwarded emails from the player:

Thank you very much, Kdalley, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Super thank you

Hello Kdalley,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite VeryWell Casino to join the conversation and to aid in the resolution of this complaint.

Dear VeryWell Casino,

It seems that the player's account has been reopened after being confirmed by the casino support as having been permanently blocked. Could you explain how this has happened?

We would like to ask VeryWell Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Kdalley,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I wish I could be of more help.

Best regards,

Adam