Advice on a reversed withdrawal issue

[Gorillajungle]

Hi,

I have regularly deposited with a casino online, and I'm talking at least £250 per week, but often more. In the past six months I would estimate I have lost at least £6,000 to them with no withdrawals.

 

Well, at the weekend I finally had a big win. I won £34,000. I played this down to £26,000- then caught a breath and kicked myself and made myself go and withdraw.

 

I was unable to withdraw the full £26,000 as there was a limit of £20,000. I withdrew £20,000 and then immediately contacted a member of their support team through their chat function to say that I wanted the option to reverse my withdrawal reversed and that under no circumstance did I want to be able to play with this money as I could not afford to lose it.

 

The next day, I stupidly reversed it bit by bit and lost the lot.

 

I am so annoyed with myself, but also annoyed with the casino. I went to them for help and made it crystal clear j wanted this money protected and did not want access to it.

 

I have called their VIP team and asked hypothetically what would happen when a player makes a request like this. They said they're unable to flush the account or disable the reverse function but what they would usually do is change the player's password or place a temporary block on that account until the funds had been processed.

 

Well, this did not happen for me. In fact, I even received an email from them the following day urging me to play again. This wasn't a marketing/blanket email- it was addressed directly to me congratulating me on my win and encouraging me to try again to see if I could win even more.

 

Do you think I have a reasonable case for a complaint? I feel that the casino have failed to enable responsible gambling and to protect me as a customer, even after I went for them for help and made my wishes perfectly clear

 

Thanks

[cocopop3011]

Hi,

I have regularly deposited with a casino online, and I'm talking at least £250 per week, but often more. In the past six months I would estimate I have lost at least £6,000 to them with no withdrawals.

 

Well, at the weekend I finally had a big win. I won £34,000. I played this down to £26,000- then caught a breath and kicked myself and made myself go and withdraw.

 

I was unable to withdraw the full £26,000 as there was a limit of £20,000. I withdrew £20,000 and then immediately contacted a member of their support team through their chat function to say that I wanted the option to reverse my withdrawal reversed and that under no circumstance did I want to be able to play with this money as I could not afford to lose it.

 

The next day, I stupidly reversed it bit by bit and lost the lot.

 

I am so annoyed with myself, but also annoyed with the casino. I went to them for help and made it crystal clear j wanted this money protected and did not want access to it.

 

I have called their VIP team and asked hypothetically what would happen when a player makes a request like this. They said they're unable to flush the account or disable the reverse function but what they would usually do is change the player's password or place a temporary block on that account until the funds had been processed.

 

Well, this did not happen for me. In fact, I even received an email from them the following day urging me to play again. This wasn't a marketing/blanket email- it was addressed directly to me congratulating me on my win and encouraging me to try again to see if I could win even more.

 

Do you think I have a reasonable case for a complaint? I feel that the casino have failed to enable responsible gambling and to protect me as a customer, even after I went for them for help and made my wishes perfectly clear

 

Thanks

 

Firstly hello gorillajungle and welcome to the forum.

 

I'm sorry to hear about your problems with this casino. Would you mind naming the casino so we know where we are with this?

 

It's a tricky one actually, when you asked the casino not for the option to reverse your withdrawal what was their response? What they could have advised you to do if they weren't able to manually flush the withdrawal was to self exclude until the withdrawal had been processed. However it isn't the casinos duty to do this, and reversal withdrawals ultimately comes down to player discipline.

 

Valdes - our other admin works closely with our complaints here and I believe he will be able to give you a much better answer on whether or not a complaint would stand here, but please don't get your hopes up. He'll be along shortly to help you though.

[ValDes]

Hi,

I have regularly deposited with a casino online, and I'm talking at least £250 per week, but often more. In the past six months I would estimate I have lost at least £6,000 to them with no withdrawals.

 

Well, at the weekend I finally had a big win. I won £34,000. I played this down to £26,000- then caught a breath and kicked myself and made myself go and withdraw.

 

I was unable to withdraw the full £26,000 as there was a limit of £20,000. I withdrew £20,000 and then immediately contacted a member of their support team through their chat function to say that I wanted the option to reverse my withdrawal reversed and that under no circumstance did I want to be able to play with this money as I could not afford to lose it.

 

The next day, I stupidly reversed it bit by bit and lost the lot.

 

I am so annoyed with myself, but also annoyed with the casino. I went to them for help and made it crystal clear j wanted this money protected and did not want access to it.

 

I have called their VIP team and asked hypothetically what would happen when a player makes a request like this. They said they're unable to flush the account or disable the reverse function but what they would usually do is change the player's password or place a temporary block on that account until the funds had been processed.

 

Well, this did not happen for me. In fact, I even received an email from them the following day urging me to play again. This wasn't a marketing/blanket email- it was addressed directly to me congratulating me on my win and encouraging me to try again to see if I could win even more.

 

Do you think I have a reasonable case for a complaint? I feel that the casino have failed to enable responsible gambling and to protect me as a customer, even after I went for them for help and made my wishes perfectly clear

 

Thanks

 

Hello and welcome to AskGamblers. 

 

What you described at the post above is a typical example how much online casino industry is yet to improve when it comes to real customer protection. Simple and clear...

 

Unfortunately, I don't believe you have a valid claim here, simply because you are the one who is fully responsible to resist the temptation to reverse and play or not. Indeed, casino could help you a bit by various means, including but not limited to suggesting you a cooling off period or even a temporary self-exclusion, setting playtime and/or loss limits per day, etc etc. Usually all that kind of tools are accessible through the casino software and available to player to use. 

 

So, my advice in this situation would be to learn your lesson, make sure to explore all account options when it comes to setting self limits and to take a thorough look at the forum topic below. Sorry to disappoint, but that's the reality...

 

How to resist on reversing a withdrawal?

[Coolivert]

I was unable to withdraw the full £26,000 as there was a limit of £20,000. I withdrew £20,000 and then immediately contacted a member of their support team through their chat function to say that I wanted the option to reverse my withdrawal reversed and that under no circumstance did I want to be able to play with this money as I could not afford to lose it.

 

The next day, I stupidly reversed it bit by bit and lost the lot.

 

 

Thanks

 

Did you lose all that money in a day? anyway, Look at the bright side, you won huge money and luck goes in cycles so definitely it will come sooner than later! Good Luck and Wish you control it nicely next time!

 

Cheers!

[Blessthy]

I recently won a lot of money and begged the casino to force withdrawals through or to make me VIP for fast cash withdrawals. I lost £70k in reverse withdrawals from only a small stake. I feel like im going insane with stress and anxiety and hate for myself. I messaged them several times requesting this, also with live roulette can the online casinos play pre recorded sequences?