I'm so sick of the gambling industry

[sponge2025]

Hi all,

I've been trying to get a UK online casino to refund some funds that legally they're supposed to refund to me but they decided instead to just close my account and not reply at all. They did reply to one of my 30+ emails to them, their complaints dept, their director, other employee's etc etc saying basically that they're compliant and they don't owe me anything - and I won't go in to detail here but it's outrageous because it's not a grey area, it's very clear they need to return my money.

I tried to get them to just reply to me so I sent them 30+ emails over 2 months (oct-nov), their complaints dept just ignored me, I tried to go the legal route via the small claims court but they're based in Malta so even though they have a UK license recovering funds is a bit more complicated and costs more so it's my absolute last option...

So I reached out to eCOGRA back in early December and they got back to me to say they're taking the case on and they've requested evidence/case file from the casino and when they get that they'll notify me and then the 90 day investigation window starts... they sent me that email to say they have my case file but NOT the casino's on 2nd Jan. 

The reason it took from the time I raised the case with eCOGRA in early December and me getting my case file to them by 2nd Jan is cos I accidentally assumed they had everything they needed from me from my original message which opened the case... Any way, we're now at the end of Feb and the casino simply hasn't responded to eCOGRA.

I've tried getting an update from eCOGRA twice - on the 9th feb (no reply), and then again on 18th Feb (also, no reply). I've just emailed the case worker to formally request some update...

But this process has mentally ruined me and it's taken nearly 4 months now of me trying to get the casino, the regulator, the ADR etc etc etc to help me but I'm being let down.

And what are my options now? Complain to the UK Gambling Commission??? I genuinely have zero faith in anything coming of it  Apologies if I'm sounding dramatic but it seems that the UK gambling operators can just do whatever they want and not do what they're legally or regulated to do and NOTHING happens.

[Afi4wins]

@sponge2025 This is not good news to hear at all and I've also read your previous postings here in this forum.

The reality about playing at casinos is that as long as you don't run into problems or issues, then everything would run smoothly and seems fine. Once a barrier is encountered, it won't be one that you can just jump over it and get away - those barriers could be higher than a prison wall!

The reality with Gambling Authorities are not much di fferent either! Most would just look away or give a deaf ear. A very few may attempt to help out, but in this gambling world where MONEY is of PRIME IMPORTANCE and is the RULER, anything can happen...if you know what I mean!

I sincerely hope that your case would eventually be resolved...but just don't count too much on it...honestly!