Casinos not closing accounts

[Treeny]

I feel I have to raise this as I am experiencing this on a regular basis.

I play a number of online gambling sites and usually end up opening loads due to being sent so many emails regarding bonuses, unaware that casinos are connected I'm some way.

 

Recently I joined a casino again tempted due to receiving an email to which they blocked my account telling me I had self excluded from a sister site. Now. I don't self exclude and asked then to check. They said due to personal reasons?

I asked them to close it as it's of no use to me and stupidly them email saying.. You can keep it open to check your transaction history and chat? Seriously??

 

Then.. They tell me to self exclude.

 

This is not acceptable and probably what I did with the sister company on their advice. Self excluding has serious implications as I have found out. Self excluding means you have a gambling problem.

Why are casinos telling members to self exclude when they have only requested to close the account??

 

Bad practice.

[Fiekie247]

I feel I have to raise this as I am experiencing this on a regular basis.

I play a number of online gambling sites and usually end up opening loads due to being sent so many emails regarding bonuses, unaware that casinos are connected I'm some way.

 

Recently I joined a casino again tempted due to receiving an email to which they blocked my account telling me I had self excluded from a sister site. Now. I don't self exclude and asked then to check. They said due to personal reasons?

I asked them to close it as it's of no use to me and stupidly them email saying.. You can keep it open to check your transaction history and chat? Seriously??

 

Then.. They tell me to self exclude.

 

This is not acceptable and probably what I did with the sister company on their advice. Self excluding has serious implications as I have found out. Self excluding means you have a gambling problem.

Why are casinos telling members to self exclude when they have only requested to close the account??

 

Bad practice.

Hi Treeny

 

Welcome to Askgamblers. I have seen a lot of complaints regarding people requesting to close their account but it falls under the self-exclusion category. People have lost a lot of cash this way, where they couldn't withdraw big wins they achieved from a sister site because they self excluded from another sister site. My best advise is to just leave the account open and not bother to play with it - this is just to prevent the situation you mentioned you experience on a regular basis.

 

Oh by the way if you have some time be kind enough and tell us more about you here : http://www.askgamblers.com/forum/topic/46-introduce-yourself-to-the-world/

[Treeny]

Hi

 

Thanks for your reply. I still do not understand why or how a company cannot close the account and is it really acceptable practice to tell members to self exclude. There appears to be no real regulation and these companies can do as they please.

[Fiekie247]

Hi

 

Thanks for your reply. I still do not understand why or how a company cannot close the account and is it really acceptable practice to tell members to self exclude. There appears to be no real regulation and these companies can do as they please.

Treeny i know there are companies sites that treats closure of account like what you are mentioning and there are others that actually close your accounts.  I cannot say officially whether its acceptable practice for a company to tell you to self-exclude when you requesting to close your account, but from my point of view it is unacceptable. Maybe Valdes or someone else in the forum can give a more formal/definite answer regarding this as we all have different views and opinions.

 

Also make sure you read the T's and C's before signing up as well, this is something i learned when i joined Askgamblers, because some of these companies, no matter how upset we get thinking that the company is wrong for doing what they doing, they do sometimes address these type of queries you have in your mind, by putting official statements in their T's and C's for reference.

 

Just give it a while, i am sure on of the fellow askgamblers will reply to your threat with a more satisfying answer.

 

All the best.

[ValDes]

I feel I have to raise this as I am experiencing this on a regular basis.

I play a number of online gambling sites and usually end up opening loads due to being sent so many emails regarding bonuses, unaware that casinos are connected I'm some way.

 

Recently I joined a casino again tempted due to receiving an email to which they blocked my account telling me I had self excluded from a sister site. Now. I don't self exclude and asked then to check. They said due to personal reasons?

I asked them to close it as it's of no use to me and stupidly them email saying.. You can keep it open to check your transaction history and chat? Seriously??

 

Then.. They tell me to self exclude.

 

This is not acceptable and probably what I did with the sister company on their advice. Self excluding has serious implications as I have found out. Self excluding means you have a gambling problem.

Why are casinos telling members to self exclude when they have only requested to close the account??

 

Bad practice.

 

First of all, hello and welcome to AskGamblers. 

 

To be honest, your post doesn't say much about the details of your issue... You need to be a lot more specific when it comes to complicated issues related to account closure and/or especially to self-exclusion matters.

 

My suggestion would be to check carefully those of the casino's terms and condition referring to their Responsible Gaming policy and if you believe the casino actions do not correspond to their own terms, you'd better consider the idea of using AskGamblers Casino Complaints Service. 

 

Let us know if you need further assistance. 

[raverbabe]

Self excluding should be an absolute last resort, basically only do it if you DO have a gambling problem or don't feel in control of your own finances to the extent you dont trust yourself not to gamble money you can ill afford to lose. It can only cause you trouble down the line.

 

On a connected note, my boyfriend is a web developer and likes a gamble himself and has been working on a browser plugin that alerts you to all of the related properties whenever you open the gambling site. If anybody here would be interested in such a tool, I believe he is intending on releasing a beta very soon

[Treeny]

I have made a complaint via ask gamblers and this is my most recent email to the casino concerned:-

 

I have opened an account with you.

 

You have told me I cannot deposit.

 

So. Why would I have this account left open so I can check my transactions?

 

I have therefore requested a number of times that you close this account.

 

My simple answer is, because I cannot use it.

 

I don't wish to suspend. Cool off. Or exclude. These options are for people who wish to remain in control of their gambling.

 

I do not.

 

It is clear that you are Openly telling people to use these options when requesting to close and as a result it is having serious implications.

 

Luckily for me. I have not won.

 

Had I played and won. Then your casino would have declined to pay. I'm actually beginning to think it's some kind of scam.

 

I have simply requested that you close the account that you have said I cannot use to deposit or gamble.

 

Kindly submit to me where it says in your terms and conditions that once you open an account with yourselves You cannot request to close it?

 

I will then upload to the ask gamblers site so all of your members are aware.

 

Thank you

[Treeny]

The reply...

 

Thank you for your reply.

The option to close your account is in on your hands.

According to the UK Gambling Commission requirements and UK Gaming legislation this option it is called Self Exclusion and in our casino it is available from the Deposit Limits page as previously explained.

If you require any further assistance, please do not hesitate to contact us.

[Treeny]

I rest my case!

 

This is DrueckGlueck Casino!

[ValDes]

I rest my case!

 

This is DrueckGlueck Casino!

 

Please keep in mind that your complaint has been rejected due to the fact that you didn't attach any proof such as screenshot of an email or chat transcription which could support your thesis and claims. 

[Treeny]

I have uploaded the latest email here and to be honest, I could raise another complaint and attach the emails, but I would achieve nothing.

 

I don't wish to play now, the whole situation makes me feel quite angry that members are being told to exclude and this option is nothing to do with requesting to close an account.

 

I didn't see a previous posting, but it seems someone else has had the same issue and sadly your members won't know until they win and request to withdraw...

 

Luckily, I did not deposit or win.

 

There's enough information here to prove what's happening out there. Thank you Ask Gamblers for a great site to warn others about the bad practices in place and the financial implications that it is having on fellow members.

[Mobcasinos]

You must be having nightmares regarding your account. If they will not close your account just leave it open and don't open it forever. One day they will realize that the account has been abandon and it's no use to keep it alive.

[Treeny]

Agreed

[Efti]

I've had a similar problem at a couple of online casinos, namely William Hill Casino Club and, more recently, Betat Casino. Both times I contacted a live chat rep asking for my account to be closed or locked and was asked to give a reason - stupidly (in hindsight) I responded that it was because results had not being going my way of late and I was tired of losing, something all gamblers have felt at one time or another. Usually the downbeat mood passes and we get over it, so I don't see how that one explanation alone is enough reason for a customer service agent to conclude I am asking for self-exclusion - which has far more serious implications than just deactivating login credentials - and enact that decision without my explicit knowledge and consent.

[cocopop3011]

I've had a similar problem at a couple of online casinos, namely William Hill Casino Club and, more recently, Betat Casino. Both times I contacted a live chat rep asking for my account to be closed or locked and was asked to give a reason - stupidly (in hindsight) I responded that it was because results had not being going my way of late and I was tired of losing, something all gamblers have felt at one time or another. Usually the downbeat mood passes and we get over it, so I don't see how that one explanation alone is enough reason for a customer service agent to conclude I am asking for self-exclusion - which has far more serious implications than just deactivating login credentials - and enact that decision without my explicit knowledge and consent.

 

So did both the casinos in question close your account for you in the end?