Help needed

[emmamarie12345]

Hi , so i am a compulsive gambler and have been on the wagon for some time but fell off last week : (  but back in control now : )

Anyway so i joined a site called moongames starburst casino , i deposited funds , played them through on the slots and lost them. Sad but nothing new. Anyway a couple of days later i went to log in to play again and i could not get in . So i contacted chat and they said my account had been closed due to the fact i had self exclude on another site they own previesly but i had forgotton about, so i was like ok so my registration was refused a little late !

She apologised and said i should be entitled to my deposit back and i had to contact a different support , so i did and now i have to email a manager to decide !!??

In my view as my registration was refused i would not have been allowed to withdraw funds if i had won and so in which case makes it unethical for them to keep my deposit.

Also i had no notification of any of this in email and would not have known unless i went to log in.

I am under the feeling i may have problems getting it back though and so i was hoping for some advice if anyone has any .

 

many thanks

Emma

[cocopop3011]

Hi , so i am a compulsive gambler and have been on the wagon for some time but fell off last week : (  but back in control now : )

Anyway so i joined a site called moongames starburst casino , i deposited funds , played them through on the slots and lost them. Sad but nothing new. Anyway a couple of days later i went to log in to play again and i could not get in . So i contacted chat and they said my account had been closed due to the fact i had self exclude on another site they own previesly but i had forgotton about, so i was like ok so my registration was refused a little late !

She apologised and said i should be entitled to my deposit back and i had to contact a different support , so i did and now i have to email a manager to decide !!??

In my view as my registration was refused i would not have been allowed to withdraw funds if i had won and so in which case makes it unethical for them to keep my deposit.

Also i had no notification of any of this in email and would not have known unless i went to log in.

I am under the feeling i may have problems getting it back though and so i was hoping for some advice if anyone has any .

 

many thanks

Emma

 

Emma did they give you a timescale in which the manager will get back to you?

[emmamarie12345]

Hi , no i have only just sent the email but i wanted to know if i was in my rights that this is un ethical of them ?

[ValDes]

Hello Emma and welcome to the AskGamblers forum.

 

You should know that during the registration process, there's absolutely no way for the casino to know you have previously self excluded from another casino (even if the casino is in the same network), unless both casinos share one and the same player's database, which by the way is a rare case nowadays. However, a decent online casino operator, who aims to meet all responsible gaming's standards is obliged to close your account as soon as possible after they find out about your gambling problem. And in your case, you have solid arguments to claim all your latest deposits back, cause after all, we are talking about casinos withing the same business network.

 

One way or another, I sincerely hope, you'll manage to cope with the hard task of overcoming the compulsive gambling. Maybe this guide could help you a bit - SOS, I am addicted to gambling - what to do?

 

And don't forget that in case something goes wrong, you can always submit a compliant against the casino in question using our dispute resolution service.