The player from Russia requested to block his account due to gambling addiction in October 2023, which the casino did. A year later, the account was unblocked, leading to a loss of $1300. Despite his attempts to provide chat evidence of his previous request, the casino denies accountability, stating the rules against unblocking accounts due to addiction.
Vodka.bet Casino - Player's account has been closed without proper resolution.
Amount: 130,000 руб
Vodka.bet Casino
Safety Index:Below averageSafety Index
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5.4
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Case opened
Current status
Waiting for player to reply
6d 19h 31m 1s
Case summary
4 hours ago
Public
Public
12 hours ago
Translation
Good day, in October 2023, I asked the casino in the chat to block my account due to gambling addiction. The casino requested that I send an email, which I did, and subsequently, they blocked my account. A year later, I also wrote in the chat asking for the account to be unblocked, and they did, resulting in my loss of $1300. According to their site rules, an account blocked for addiction cannot be unblocked. I requested a refund, but they refused, claiming my account had not been blocked due to addiction a year ago. However, if you request the chat history from them, you'll see the opposite is true. The casino demanded the email I wrote to them, but naturally, after a year, I no longer have the email as I clean out my inbox. Nonetheless, I provided them with proofs from their chat that showed I informed them of the addiction, but they said that chat correspondences hold no weight. The casino is playing by its own rules. I ask for your help in dealing with this platform and holding them accountable.
Automatic translation:
Public
Public
4 hours ago
Dear SodaTV,
Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. To help us better understand your situation and assist you, I would like to ask for some additional information.
Could you please provide screenshots showing the exact date when you communicated with customer support and explicitly requested to be self-excluded due to gambling addiction? I noticed that the screenshots you have provided so far show today’s date, which does not confirm the timeline of your initial request.
Please understand that to assist with refund requests related to failed self-exclusion, we need evidence from the time of your initial self-exclusion request, including your email to the casino and their response. In your request, it is important to clearly state the reason for account closure (e.g., gambling addiction) and specify the duration of the self-exclusion period. Without this documentation, we are unable to proceed further.
Thank you for your understanding, and I look forward to your reply.
Best regards,
Veronika
SodaTV has 6d 19h 31m 1s to reply
