Refund of deposits (I know I know but please hear me out)

[ryguy1992]

Up until yesterday, I'd had 9 months free of gambling. I've self excluded from all land based casinos, and due to Ontario not having a centralized self exclusion list for online gambling, I typically go in once a month and register on sites just to immediately self exclude. Normally (99.9%) of the time, the site recognizes my details immediately and blocks me as I'm self excluded on a sister site.

Yesterday, I did the same thing. Found 2 new sites under existing licenses.

First one, I was recognized right away and blocked. Perfect.

Second one, I registered, was recognized (we have linked your account to other accounts across our brand), and was offered an absolutely ridiculous 200% deposit bonus up to $1000. The self exclusions on both sister sites are active for another 3 years. I lost my 9 months and ended up losing everything and then some.

I followed up with chat and they acknowledged I'd self excluded at 2 of their sister sites, that they recognized me right away (none of my details were changed to try and circumvent their rules or anything). Is that ethical or even legal for Ontario's license holders? It's unfortunate we're in this position of having to visit our drug dealers to help get off of drugs.

I take full responsibility for the losses...at this point a refund would obviously be appreciated but it's more an issue of responsible gaming as a whole. To prove I don't run this "no lose" scam, they actually informed me I had a fourth account open under their banner, which I lost about $5500 on in 2023 and apparently never self excluded from. The difference was, in 2023 I was just googling casinos because I was still gambling. I only started using the iGaming site about 9 months ago because somebody mentioned at a GA meeting that it was the best way to stay diligent about self excluding on new sites. But point being, I never requested a refund once I got absolutely killed in 2023 and clearly don't expect that now - I wasn't even aware of how self exclusion worked at that point besides rage exiting a losing session. It's more the deposit yesterday I'm concerned about...I don't think pursuing one from 2023 is morally justified because I was still gambling and hadn't decided to stop. In that case, the self exclusion thing would just be running a scam on a technicality on my part.

Any help/advice is helpful. License provider is iGaming Ontario or AGCO. I don't want to name the casino because I don't think they deserve bad publicity with the dispute ongoing - just looking for advice.

[cocopop3011]

13 hours ago, ryguy1992 said:

Up until yesterday, I'd had 9 months free of gambling. I've self excluded from all land based casinos, and due to Ontario not having a centralized self exclusion list for online gambling, I typically go in once a month and register on sites just to immediately self exclude. Normally (99.9%) of the time, the site recognizes my details immediately and blocks me as I'm self excluded on a sister site.

Yesterday, I did the same thing. Found 2 new sites under existing licenses.

First one, I was recognized right away and blocked. Perfect.

Second one, I registered, was recognized (we have linked your account to other accounts across our brand), and was offered an absolutely ridiculous 200% deposit bonus up to $1000. The self exclusions on both sister sites are active for another 3 years. I lost my 9 months and ended up losing everything and then some.

I followed up with chat and they acknowledged I'd self excluded at 2 of their sister sites, that they recognized me right away (none of my details were changed to try and circumvent their rules or anything). Is that ethical or even legal for Ontario's license holders? It's unfortunate we're in this position of having to visit our drug dealers to help get off of drugs.

I take full responsibility for the losses...at this point a refund would obviously be appreciated but it's more an issue of responsible gaming as a whole. To prove I don't run this "no lose" scam, they actually informed me I had a fourth account open under their banner, which I lost about $5500 on in 2023 and apparently never self excluded from. The difference was, in 2023 I was just googling casinos because I was still gambling. I only started using the iGaming site about 9 months ago because somebody mentioned at a GA meeting that it was the best way to stay diligent about self excluding on new sites. But point being, I never requested a refund once I got absolutely killed in 2023 and clearly don't expect that now - I wasn't even aware of how self exclusion worked at that point besides rage exiting a losing session. It's more the deposit yesterday I'm concerned about...I don't think pursuing one from 2023 is morally justified because I was still gambling and hadn't decided to stop. In that case, the self exclusion thing would just be running a scam on a technicality on my part.

Any help/advice is helpful. License provider is iGaming Ontario or AGCO. I don't want to name the casino because I don't think they deserve bad publicity with the dispute ongoing - just looking for advice.

Hi and welcome to the forum. I'm sorry that it isn't under better circumstances. Can I ask if you have taken any professional help for your addiction? Self-excluding at all possible casinos like you are is a great start, well done! 

Regarding the issue at hand, so the casino recognised straight away that you had self-excluded, and they admit this, but still offered you the bonus and allowed you to play? Did I understand that right? If so, have they issued you a refund of your deposits, and are you now self-excluded?

 

[ryguy1992]

6 hours ago, cocopop3011 said:

Hi and welcome to the forum. I'm sorry that it isn't under better circumstances. Can I ask if you have taken any professional help for your addiction? Self-excluding at all possible casinos like you are is a great start, well done! 

Regarding the issue at hand, so the casino recognised straight away that you had self-excluded, and they admit this, but still offered you the bonus and allowed you to play? Did I understand that right? If so, have they issued you a refund of your deposits, and are you now self-excluded?

 

Thank you! I have, I go to weekly meetings and have also been seeing a therapist every couple of weeks for the last 8 months or so. Things were actually working out pretty well up until this latest slip up. It's amazing how fast it falls apart - goes from one deposit to chasing losses. Luckily the losses stopped at about $1500 and I managed to self exclude - I'm up to date now on being excluded from every casino.

I can't say they recognized that I had self excluded, only that when I registered, I got a pop-up saying they didn't need any additional verification from me because they recognized my details from their sister sites. I was self excluded on the sister sites, so maybe I'm expecting too much but I thought they would automatically blacklist the account. I don't think I'm exaggerating to say every other license holder (about 40 of them) that recognized my details blocked my account immediately. This was the only case where after being recognized,  a promo popped up and a deposit was allowed. 

When I spoke to customer support after all this happened, they said my registration was complete at 10:30 and the link to my other accounts was completed at 10:31. The deposit wasn't made until 10:40. I just get the feeling if I'd requested a withdrawal, they would have flagged me as excluded. Their main argument was despite requesting to self exclude across all sites a couple of years ago, these new sites didn't exist at the time I self excluded so it doesn't apply to the new brands. As bad as players can be with their no-lose strategy, this legitimately sounds like the casino is the one offering a no-win strategy.

[cocopop3011]

4 hours ago, ryguy1992 said:

Thank you! I have, I go to weekly meetings and have also been seeing a therapist every couple of weeks for the last 8 months or so. Things were actually working out pretty well up until this latest slip up. It's amazing how fast it falls apart - goes from one deposit to chasing losses. Luckily the losses stopped at about $1500 and I managed to self exclude - I'm up to date now on being excluded from every casino.

I can't say they recognized that I had self excluded, only that when I registered, I got a pop-up saying they didn't need any additional verification from me because they recognized my details from their sister sites. I was self excluded on the sister sites, so maybe I'm expecting too much but I thought they would automatically blacklist the account. I don't think I'm exaggerating to say every other license holder (about 40 of them) that recognized my details blocked my account immediately. This was the only case where after being recognized,  a promo popped up and a deposit was allowed. 

When I spoke to customer support after all this happened, they said my registration was complete at 10:30 and the link to my other accounts was completed at 10:31. The deposit wasn't made until 10:40. I just get the feeling if I'd requested a withdrawal, they would have flagged me as excluded. Their main argument was despite requesting to self exclude across all sites a couple of years ago, these new sites didn't exist at the time I self excluded so it doesn't apply to the new brands. As bad as players can be with their no-lose strategy, this legitimately sounds like the casino is the one offering a no-win strategy.

That's really good to hear that you are taking these positive steps. Are you able to share the casino with us so I can see if we have it here?

[Veer17]

If you’re asking about a refund of deposits, don’t worry, it’s completely valid to seek clarity. Mistakes happen, situations change, and sometimes platforms or services don’t meet expectations. What really matters is approaching the issue with honesty and proper documentation. If you can clearly explain why the refund is justified and provide proof of your transactions, most reputable services will review your case fairly. The important thing is to communicate politely and stay transparent. You’re not alone; many people face similar situations, and asking for help is always better than staying silent.

[cocopop3011]

48 minutes ago, Veer17 said:

If you’re asking about a refund of deposits, don’t worry, it’s completely valid to seek clarity. Mistakes happen, situations change, and sometimes platforms or services don’t meet expectations. What really matters is approaching the issue with honesty and proper documentation. If you can clearly explain why the refund is justified and provide proof of your transactions, most reputable services will review your case fairly. The important thing is to communicate politely and stay transparent. You’re not alone; many people face similar situations, and asking for help is always better than staying silent.

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