WestCasino - Player’s request for a permanent self-exclusion has been overlooked.

On a 21.06.2020 I have asked to permanent close my account because of my gambling addict.

Nexte day (22.06) came answer from account manager that I should think about it,and set limits but when gambling is a problem I have to send my details (adresse,name,etc). Made that and fot reply that my account is "PERMANENT SELF-EXCLUDED".

now to the Main question:

How it is posiblle that after few months I was able to reactivating my account??

What is with player protection.

All is visible on the photos that I'm sending with this email.

Please kindly check that case.

I'd like to get due to MGA regulations refund of all my deposits that I've made to Westcasino since 21.06.2020.

Best regards

Damian 

P.s. not sure how much was deposited since 22.06.2020 because I don't have Access to account

Dear Ned2908,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I can see from the forwarded email that you have sent the self-exclusion request to the correct email address and your request was granted back in June 2020.

Could you please advise if, after a few months, you have reactivated the same account or created a new one?

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

Hello there.

On a 30.01.2021 I have asked to re-open my account. Didn't remember that have self exclusion on this casino. (Have on mamy more). But please have a look on their T&C ...the account ,wich is permanently self-excluded via email (with confirmation) can't be re-open/reactivated at any time. And I've made that all like they wan't to.

On this day 30.01.2021 to re-open my account I have to answer some questions about reopening (they have some formular on their www).

And after that,after 7 days cool-off period (sorry,but how you can go trhough cool off period if you are self-excluded because of gambling and their management send you a email with confirmation).

On a 05.02.2021 my account was active and I was able to deposit money and Play on their site. (Lol)

I'm attaching a screenshots from my email,where is about reopening.

Best regards Damian

P.s. screenshots are sent to your email Petronela

Hi Petronela.

It's exactlly like on your email:

20/06/2020        Permanent Self-exclusion has been requested and applied due to a gambling problem.

29/01/2021        Account reactivation has been requested and granted after 7 days cooling-off period. 

About cashier history I'm very sorry but don't have one. As my account now is self-excluded and don't have Access to cashier history. Also via bank account would be very hard to get it because I have played on this time mamy other casinos and all deposits were via Trustly. On bank reciept is only Trustly and transaction ID. That's why I've put 1000euros. Think it can be little bit more or less but around this quote.

Best regards Damian

Thank you very much, Damian, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Damian.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Team,

Thank you for bringing this to our notice.

The user indeed requested a self-exclusion which was applied and then re-opened afterwards but with the MGA procedure strictly adhered to on our end.

We communicated to him this aspect and he had 7 days to revoke his decision if he wishes to, again in line with MGA policy.

As well, the responsible gambling tools have been and still available on users' accounts. He could login, access the page and set up the self-exclusion as his wishes. This was also communicated in the re-open email notification to the user.

This complaint was also brought to our attention by the user from what I understood, and he was responded to via email.

Regards,

Ed Blake

Hi Ed,

sorry but yours answer is ridicioullus for me.

First: I've asked for a PERMANENT SELF-EXCLUSION via email. Excatly like on yours Terms &Conditions is.

After recieving a email with confirmation that my account self-excluded because of gambling problems I SHOULDN'T HAVE posibillity to re-open it.

At any time!

The 7 days cool-off period like you said is when you make some cool-off/you are not happy with bonuses/you don't like the games... Etc.

Not in case when player Ask about permanent self-exclusion,wich was confirmed from your casinomanager.

Why I've didn't used tools on my player account? Because I'd like to Play fair with yours Terms &Conditions and sent a email.(see screenshots)

Someone make mistake and you Rey now to proof that it was my mistake.

If there will be any other case(not permanent self-exclusion because of gambling problems) I wouldn't be open this case.

P.s. you have sent me a email,where the same answer like above was. Then was any contact from you. (Can also send a screenshot).

Beat regards.

Damian

Dear West Casino team.

Thank you for your cooperation. Please, could you react? If the player stated that he has the gambling problem he should not be allowed to reopen.

.

We would like to ask the West 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, we will close the complaint as ‘unresolved’.

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Damian.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello Josef.

Hello WestCasino.

Thank you for letting me know about case reopening. Waiting now for a contact from Casino side.

Best Regards.

D.

@WestCasino???

Hi

Player made a complaint to MGA that was ruled in our favor.

We stand by the below.

The user indeed requested a self-exclusion which was applied and then re-opened afterwards but with the MGA procedure strictly adhered to on our end.

We communicated to him this aspect and he had 7 days to revoke his decision if he wishes to, again in line with MGA policy.

As well, the responsible gambling tools have been and still available on users' accounts. He could login, access the page and set up the self-exclusion as his wishes. This was also communicated in the re-open email notification to the user.

Please let us know should evidence is needed to prove the MGA ruling or to prove that the MGA policy was followed by us.

Regards,

Ed

Dear West Casino team.

Thank you very much for your cooperation in this case. Please, could you forward the evidence of MGA ruling to my email address?

jozef.k@casino.guru

Hello Jozef

Thanks for reaching out.

I've just sent it to your email.

Let me know should anything else be needed.

Regards,

Ed

I am extending the timer by 7 days because of the detailed examination of the case.

Dear Damian and West Casino team.

After evaluation of the case and provided information, we have come to the conclusion. Since the casino did everything correctly in terms of their licensing authority, which is considered globally as honourable and strict (the licensing authority even decided in favour of the casino in this case), we have decided to respect their decision and not penalize the casino.

However, we still believe the 7 days period is too small to be sure that the player is not experiencing further gambling problems. Therefore, we have decided to close this case with classification Against fair gambling codex and symbolic penalization 1 black point because we are convinced the cooling-off period after such serious situation should be significantly longer. 

Best regards, Jozef