Closed: Can a casino refuse to close your account?

[ACrowLeftOfTheMurder]

Hi all,

 

I just needed some advice please.

 

I asked a casino to close my account permanently but was refused as I didn't have a gambling problem.

 

They advised I could only inactivate my account and not close it permanently.

 

Is this allowed?

 

The casino is Leo Vegas, and I no longer wanted to play there as I didn't feel very appreciated given my history and very loyal business, so I decided to close my account permanently.

 

I play at numerous other sites where I do feel very appreciated whilst giving them half the business I was giving Leo Vegas, hence I decided I would start giving those sites more of my business and leave Leo Vegas permanently.

 

The reason I wanted it closed permanently is so I wasn't tempted to reopen it, which we all know is very easy to do, so I'm struggling to see how they can refuse?

 

Is this even legal?

 

I don't see why I have to have a gambling problem to close an account permanently.

 

Any help and advice is appreciated.

 

Thanks.

[ACrowLeftOfTheMurder]

Sorry mods, it seems I accidently posted my topic twice, so can you please delete one of them.

 

Very sorry for the inconvenience.

[ValDes]

No online casino could and should refuse your request for a permanent account closure! Simple as that. If they are trying to play some stupid tricks then you should submit a formal complaint against them immediately. 

[ACrowLeftOfTheMurder]

Thanks ValDes.

 

Do you know who I need to lodge the complaint with?

 

Do you guys have a rep you deal with here?

 

Grateful for the response.

[ValDes]

Yes, you could find Leo Vegas rep here - http://www.askgamble...29-leovegasrep/

 

You could also consider submitting a complaint via AskGamblers Casino Complaints Service.

[ACrowLeftOfTheMurder]

I just tried closing my account at 32red permanently also, and was told the exact same thing as Leo Vegas!

 

This is ridiculous!

 

If a player wishes to have their OWN account closed permanently, they shouldn't have to have a gambling problem to do so.

 

What's the point of having your account closed if you can just reopen it immediately at your own request?

 

I have closed accounts at other sites permanently, and they have done so.

 

Most recently I closed my account at Guts, and the rep there asked if I wanted it closed permanently and I said no, yet the offer was still made.

 

I am absolutely disgusted by this to be honest.

 

If I choose to open an account, I should equally have the right to close it permanently for what ever reason.

 

What if I no longer trusted the site with my financial information? It seems like the players have no rights in this matter at all.

 

Very disappointing.

[ACrowLeftOfTheMurder]

Thanks for the info ValDes.

[ValDes]

I just tried closing my account at 32red permanently also, and was told the exact same thing as Leo Vegas!

 

This is ridiculous!

 

If a player wishes to have their OWN account closed permanently, they shouldn't have to have a gambling problem to do so.

 

What's the point of having your account closed if you can just reopen it immediately at your own request?

 

I have closed accounts at other sites permanently, and they have done so.

 

Most recently I closed my account at Guts, and the rep there asked if I wanted it closed permanently and I said no, yet the offer was still made.

 

I am absolutely disgusted by this to be honest.

 

If I choose to open an account, I should equally have the right to close it permanently for what ever reason.

 

What if I no longer trusted the site with my financial information? It seems like the players have no rights in this matter at all.

 

Very disappointing.

 

In your place I would never leave this just like that and will fight for my rights to the end. 

 

I doesn't matter if it concerns a reputable brand such as 32Red or not, what matters at the end of the day is whether each and every customer gets a fair deal and service. And if you requested a permanent account closure and agreed to follow their procedures /if any/ and they refused to do that, then you are free too fight for your rights, which were obviously infringed by the casino in this situation.

[Cassaon-casino]

Valdes makes some very valid points.

The operator can't deny your request to close your account.

 

I removed the links since I'm not a registered member for 7 days yet.

LeoVegas is licensed by the Lotteries and Gaming Authority of Malta (LGA). Under the rules and regulations set forth by the MGA they must adhere to your request.

''Self-Barring: Means when a person asks for a ban or restriction on his own admission''

The same applies to 32Red. The company is licensed by the British Gambling Commission.

32Red is also licensed in Gibraltar. The jurisdictions policy states the following
Self-exclusion, gambling limits/losses

''Operators are required to have defined facilities that allow customers to manage their gambling by methods including self exclusion and setting spending, time or loss limits for agreed time periods. Any such arrangement has to be established in a way that is clear and unambiguous to both parties. This invariably means the creation of a written record of the agreement by the customer, following procedures set out in the terms and conditions or elsewhere on the operator's site. This should include a defined point in time (agreed by the operator) when the agreement comes in to effect, and the point in time and any notice period required to alter it. These arrangements vary from site to site and may be similar, but are not always the same. Customers who have imprecise or ambiguous conversations with customer service staff, or send emails to general mail boxes or help desks should not expect their request to be immediately, accurately or fully implemented. Customers should be clear in their communications with operators as to what they actually want and have agreed to, and should endeavour to understand and abide by that agreement.

Operators will always need some time to respond to a request. We expect them to respond reasonably quickly, but the speed of response will be influenced by the information they have been provided with, the method of communication used and any rules or requirements in respect of the agreement.

Where a customer deliberately circumvents previously agreed blocking or gambling limit/loss arrangements we will review how and why this has occurred. Where an operator is found to have been careless and not taken sufficient steps to control access or use we will consider what, if any, reimbursement should be made to the customer. Where, however, a customer has misunderstood or failed to follow the terms and conditions, or has circumvented an operator's controls by deceit or other means then we are unlikely to hold the operator responsible for any losses the customer makes.''

Hope this helps.    
 

[NextTimeWin]

Hm, strange thing. Because why they do not allow you to close your account? I think it is license thing, it is allowed to close account any time player wants.

[Awena]

I am really curious now and I will ask 32Red to close my account as well as in Leo Vegas and will let you know, what happened.

[Awena]

And here is the answer from 32Red Casino Live Operator.

 

 

[ACrowLeftOfTheMurder]

Hi all, thanks for the response thus far.

 

I just wanted to clarify as it seems some may be confused.

 

The issue is that they refuse to close my account permanently.

 

Both sites have closed my account temporarily, but I can reopen it at any time, hence it is very easy to be tempted to return.

 

This is something I wish to avoid completely, hence I want my accounts closed PERMANENTLY.

 

I hope that explains it better.

 

Thanks again for the continued advice, it's much appreciated.

[Awena]

You are welcome and keep us informed .

[NextTimeWin]

In the end they will follow what you saying friend. 32red casino is great!

[ACrowLeftOfTheMurder]

What do you mean by that NextTimeWin?

 

Sorry but I don't understand. Do you mean they will close my account permanently?

 

I hope so, but they made it very clear they won't.

 

Their exact words were:

 

"It's not even physically possible for us to do so."

 

I personally think this is a flat out lie, and whilst I've never had a problem with 32red, this whole experience has made me lose all respect for them.

 

They claim to be all about the players satisfaction, so I'm really upset they would play these games and not comply with my simple request.

[ACrowLeftOfTheMurder]

Hi all,

 

Just to let everyone know I have submitted two separate formal complaints here at AskGamblers regarding both Leo Vegas and 32red.

 

Hopefully the friendly staff here can do their best to help, which is all I ask.

 

Thanks again to everyone for your support and advice.   

[Awena]

Hi all,

 

Just to let everyone know I have submitted two separate formal complaints here at AskGamblers regarding both Leo Vegas and 32red.

 

Hopefully the friendly staff here can do their best to help, which is all I ask.

 

Thanks again to everyone for your support and advice.   

There is no doubt they will do their best and good luck, I hope this issue will be solved soon.

[blondie]

I agree, I think your problem will be solved here, anyways, they'll have to explain the reasons why they said ""It's not even physically possible for us to do so."

 

But so far all casinos I've asked to close my account have done that, those are your rights and it's good you filed complaints because those are your rights. Wish you luck!

[ValDes]

Hi all,

 

Just to let everyone know I have submitted two separate formal complaints here at AskGamblers regarding both Leo Vegas and 32red.

 

Hopefully the friendly staff here can do their best to help, which is all I ask.

 

Thanks again to everyone for your support and advice.   

 

Both your complaints have just been published. Casino operators have been notified by automatically generated emails sent by our complaints system and have 96 hours to respond. Hope you gonna have both your issues resolved in a timely manner. 

[ACrowLeftOfTheMurder]

Thanks all.

[ACrowLeftOfTheMurder]

Hi all,

 

I just needed to vent, as I am horrified by what Leo Vegas have just done to me.

 

In what can only be described as a clear personal attack on me, they have unfairly and recklessly labeled me a problem gambler just to suit their own agenda.

 

I can't believe what's just happened.

 

After constant vague and confusing responses from them, they have taken the most unbelievable step in labeling me a problem gambler and self excluding me without my clear consent.

 

This is after I made it very clear to them numerous times that I do not, nor have I ever had a gambling problem, and I have been playing online for 10+ years.

 

I am now terrified that their reckless actions will effect the excellent relationship I have at many other well known casinos I play at, and I think this was Leo Vegas' disgusting plan all along.

 

I am shaking right now how upset I am.

 

I have asked ValDes for his help as I honestly don't know what to do now my character has been defamed publicly.

 

You can read the complaint thread here - http://www.askgamblers.com/casino-complaints/leo-vegas-won-t-close-my-account-permanently

 

And I advise everyone to stay clear of this casino, as it is obvious they don't care less about other human beings, nor the damage their actions can do.

[NextTimeWin]

I have read complaint. So what the problem, i think they close your account? Not need to be angry on them friend, just calm down

[ACrowLeftOfTheMurder]

They have basically called me a problem gambler, did not give me a straight answer on any questions I asked, and then without my permission they permanently self-excluded my account.

 

Please note that you have to be a 'problem gamblers' to be able to self exclude your account permanently.

 

Please also note that if a problem gambler self excludes themselves from a casino that is run on the same platform as other casinos, then that person is also self excluded for the same period from every one of those other sites.

 

This means not only did they unfairly treat me like a problem gambler when this was never a factor, but they also, without my permission, self excluded me permanently. This means I am now PERMANENTLY excluded from playing at ANY casino that might share the same provider.

 

Would you be upset if someone just did this to you my friend, when all you were asking was to have your account closed permanently due to poor service?

 

It's important to note there is a massive difference between having your account CLOSED and having it SELF EXCLUDED.

 

The rep clearly knew this, and acted maliciously and recklessly.

[NextTimeWin]

And you will never play at their casino, i think it is honest deal.

Do not be angry on things like this, bad things happens, but i really wish that for everyone of us and our lives problems like this will be our biggest problems

Push away this situation and relax, have a beer probably...