Search the Community

Hi, I have regularly deposited with a casino online, and I'm talking at least £250 per week, but often more. In the past six months I would estimate I have lost at least £6,000 to them with no withdrawals. Well, at the weekend I finally had a big win. I won £34,000. I played this down to £26,000- then caught a breath and kicked myself and made myself go and withdraw. I was unable to withdraw the full £26,000 as there was a limit of £20,000. I withdrew £20,000 and then immediately contacted a member of their support team through their chat function to say that I wanted the option to reverse my withdrawal reversed and that under no circumstance did I want to be able to play with this money as I could not afford to lose it. The next day, I stupidly reversed it bit by bit and lost the lot. I am so annoyed with myself, but also annoyed with the casino. I went to them for help and made it crystal clear j wanted this money protected and did not want access to it. I have called their VIP team and asked hypothetically what would happen when a player makes a request like this. They said they're unable to flush the account or disable the reverse function but what they would usually do is change the player's password or place a temporary block on that account until the funds had been processed. Well, this did not happen for me. In fact, I even received an email from them the following day urging me to play again. This wasn't a marketing/blanket email- it was addressed directly to me congratulating me on my win and encouraging me to try again to see if I could win even more. Do you think I have a reasonable case for a complaint? I feel that the casino have failed to enable responsible gambling and to protect me as a customer, even after I went for them for help and made my wishes perfectly clear Thanks