ZeusGlory Casino - Player unable to close account despite self-exclusion request.

I am a compulsive gambler who binges , then for months will be fine until it happens again. I have registered on GamStop and have blocked my online banking capabilities to block me from playing at rogue sites who have retail merchant numbers.

I saw that this casino has a good rating (7/10) on this site and I trust this site.

But the casino is not fair or a responsible casino and is not responsible.

I initially signed up to play one game on netent which is my main weakness. I could not access the game as GBP, they needed to convert my money to EUR for the game to work.

I then played solidly for 8 hours until I lost all my money.

I contacted the casino to explain my situation and to have my account blocked, this was on the 3rd of July. I chased on live chat and my account remained open. To this day I have not had a response to any of my emails.

I have attached the transcript. I just wouldn't suggest this casino to players

Dear Smiles81,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ZeusGlory Casino.

I apologize but no chat transcript was included in your initial post.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your chat transcript to my email at tomas@casino.guru?
• Have you requested a self-exclusion in this casino due to gambling problems, or otherwise informed the casino?

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

Best regards,

Tomas

Thanks for your email.

• Could you please share the email you sent to support@zeusglory.com (forward the email you sent on July 3rd to tomas@casino.guru)
• Could you please specify the date when exactly have you been able to deposit and lose the deposited funds?

Thanks for your emails.

I understand your frustration but we believe the casino should protect you from depositing and playing after you inform them about your gambling problems. Since it seems you deposited and lost your deposits before contacting the casino, they couldn't have protected you and are therefore not eligible for refunds of these funds.

• Please let me know whether your account is closed as the casino informed you in their communication to you on the 9th of July.
• If there are any circumstances I haven't considered, please let me know about them as well.

If you have an account open in any online casino, 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.

Player's messages:

Hi Tomas,

 I am trying to reply in one site but keep getting errors? 

It feels like you are choosing to focus on deposits and not the lack of responsibility and slowness to exclude. I had some willpower, others wouldn't have

Also the tool is pointless, I want to be able to be blocked before I try to open an account. By the time I have opened an account I have already gambled. GamStop really works but unfortunately it forces people to go outside of the UK when they have a relapse and find scam casinos who allow this to happen. If they genuinely cared about responsible gambling the casinos would refund based on proof of GamStop and the fact they have allowed a UK member in the first place. No offense but it just feels like everyone sides with the casino on these occasions and genuinely forget that addiction is an illness and not a choice. This casino was made fully aware of my situation after the relapse and chose to do nothing, I had to chase up an exclusion. That should be unacceptable 

The link still doesn't work. 

I am sorry you feel this way.

unfortunately, because no global standard is currently in effect and every jurisdiction has its own set of self-exclusion rules, big differences among individual countries and their self-exclusion policies can be found. There are currently no international self-exclusion standards in existence, which means preventing the creation of an account in the casino is almost impossible in jurisdictions outside of UKGC. However, once an account is created self-exclusion should be possible, in such a situation our tool might be useful to you. You can read more about the problem in our article https://casino.guru/current-state-of-self-exclusion

Ultimately, we aren't able to assist you further with a refund request as I previously explained to you in the thread and via email, and your complaint will be closed.

Please do not hesitate to contact us if you run into issues with any online casino in the future.