Casino reopened permanently self excluded account

[All4Suits]

Hello,

Not going to file a complaint or name a casino yet because I’m waiting for their response (3 days now) but just for being curious about my case because it’s a weird one and I haven’t found quite the same kind of case from here or any other sites.

Long story short: I have a bad gambling problem. I’ve been trying to self exclude myself permanently from every online casino there is (mission impossible, I know). And I’ve asked all of them not to send me any marketing emails etc. You probably know how it goes, but anyway:

So last friday I suddenly got an email from this one casino which announced that they have successfully reopened my account. And like I said, I have a bad gambling problem and the mail triggered me immediately  and I was gone so to speak. And yes, this casino had my old account ready and they recovered my password and I was ready to play. I had a typical amok run and lost 2650€ in two days. When I came to my senses I started a self exclusion procedure. Email was the only option and when I went to my email I found out that I’ve already self excluded myself permanently in November 2023 (due the gambling problem). I found an email from the casino that confirmed my self exclusion.

So isn’t this a clear violation of  the basic responsible gaming policy? Is there any doubt that the casino shouldn’t refund my losses? 

[cocopop3011]

39 minutes ago, All4Suits said:

Hello,

Not going to file a complaint or name a casino yet because I’m waiting for their response (3 days now) but just for being curious about my case because it’s a weird one and I haven’t found quite the same kind of case from here or any other sites.

Long story short: I have a bad gambling problem. I’ve been trying to self exclude myself permanently from every online casino there is (mission impossible, I know). And I’ve asked all of them not to send me any marketing emails etc. You probably know how it goes, but anyway:

So last friday I suddenly got an email from this one casino which announced that they have successfully reopened my account. And like I said, I have a bad gambling problem and the mail triggered me immediately  and I was gone so to speak. And yes, this casino had my old account ready and they recovered my password and I was ready to play. I had a typical amok run and lost 2650€ in two days. When I came to my senses I started a self exclusion procedure. Email was the only option and when I went to my email I found out that I’ve already self excluded myself permanently in November 2023 (due the gambling problem). I found an email from the casino that confirmed my self exclusion.

So isn’t this a clear violation of  the basic responsible gaming policy? Is there any doubt that the casino shouldn’t refund my losses? 

Hello and welcome to the forum. Sorry to hear that this has been a difficult time for you latelty, and well done for taking the steps you need.

Yes, this does seem like a clear violation. Was the initial self-exclusion defiitely an indefinite one? And not set for like 6 or or 12 months? Seems odd that they would just reopen your account. But, if if you have proof that you permanently self-excluded then yes I do see this as a violation on their behalf and I would definitely open a complaint if the casino is not willing to co-operate with you on it.

[Blackjax]

Can you disclose your country and the licence this casino operates with? 

[All4Suits]

1 hour ago, cocopop3011 said:

Hello and welcome to the forum. Sorry to hear that this has been a difficult time for you latelty, and well done for taking the steps you need.

Yes, this does seem like a clear violation. Was the initial self-exclusion defiitely an indefinite one? And not set for like 6 or or 12 months? Seems odd that they would just reopen your account. But, if if you have proof that you permanently self-excluded then yes I do see this as a violation on their behalf and I would definitely open a complaint if the casino is not willing to co-operate with you on it.

Thank you for quick response. 

Yes, indefinte one.  My original email from November 2023 goes: "

"I kindly ask you to block my access permanently to your site because of my gambling problem. And please stop all your marketing to me.

I hope this ban also applies to any of your "sister casinos" and possible future casinos."
And funny thing that they reopened my account after 13,5 months of self exclusion.  So it must've been some kind of error in their end. And based on a good reputation of the casino I want to believe it was unintentional.  

[All4Suits]

45 minutes ago, Blackjax said:

Can you disclose your country and the licence this casino operates with? 

I'm from Finland and I think the Casino goes under Estonian license. 

[cocopop3011]

3 minutes ago, All4Suits said:

Thank you for quick response. 

Yes, indefinte one.  My original email from November 2023 goes: "

"I kindly ask you to block my access permanently to your site because of my gambling problem. And please stop all your marketing to me.

I hope this ban also applies to any of your "sister casinos" and possible future casinos."
And funny thing that they reopened my account after 13,5 months of self exclusion.  So it must've been some kind of error in their end. And based on a good reputation of the casino I want to believe it was unintentional.  

Please let us know if the casino does not respond. And, if you open the complaint please make sure to upload all your communication emails that you sent and received at the time of the exclusion and any other supporting evidence that you have.

[All4Suits]

2 minutes ago, cocopop3011 said:

Please let us know if the casino does not respond. And, if you open the complaint please make sure to upload all your communication emails that you sent and received at the time of the exclusion and any other supporting evidence that you have.

I will, thank you very much. 

[All4Suits]

A quick update. It's now been over a week and the casino haven't responded me anything about my case. I contacted the customer service to find out what's the situation and received a reply:
"Unfortunately, we cannot estimate the duration of the response. Our relevant Department will process it as soon as possible and then get back to you.
I appreciate your patience."

What's the reasonable time to wait for the casino to response before filing a complaint? Two weeks, a month? 

 

[cocopop3011]

43 minutes ago, All4Suits said:

A quick update. It's now been over a week and the casino haven't responded me anything about my case. I contacted the customer service to find out what's the situation and received a reply:
"Unfortunately, we cannot estimate the duration of the response. Our relevant Department will process it as soon as possible and then get back to you.
I appreciate your patience."

What's the reasonable time to wait for the casino to response before filing a complaint? Two weeks, a month? 

 

If you think you have exhausted all your options and believe the casinos is delaying in their response to you I would file a complaint on our site. Please make sure to include all the information you have including any supporting evidence that you can attach. 

[All4Suits]

1 minute ago, cocopop3011 said:

If you think you have exhausted all your options and believe the casinos is delaying in their response to you I would file a complaint on our site. Please make sure to include all the information you have including any supporting evidence that you can attach. 

Ok, thank you. I'll wait just for a few days. Like I said, the casino has pretty good reputation so for that reason I'll wait bit longer. 

[All4Suits]

Ok, update and a question. It's been now over two weeks since I contacted the casino about this matter. I've asked three times now about where my case is going. Every time customer service responds that they have fwd my message to a certain department and they will contact me in time and I have to be patient about it. When I asked how long I have to wait the answer was "weeks maybe months in these kind of matters".  Months. So this isn't normal, is it?  Or what is considered a reasonable time to wait for the casino to reply or make a decision on their part in this  kind - or any kind - of case? 
  

[Afi4wins]

@All4Suits I think it is time for you to stop waiting and best to file an official complaint here using the AGCCS as soon as possible. Months more to wait is a very ridiculous answer by the casino staff!

[All4Suits]

Yes. I think is time.  Thank you. I'll do it right away.