Unable to close my account at a casino

[jimtheglide]

Hello 

I am a long time addicted slot machine gambler 
I have registered to hundred of sites and when loosing too much i ususally close my accounts or ban myself 

I am facing a big problem with one particular online casino

 

i have sent them since 3 weeks multiple emails asking them to close my account and ban me, and they do not reply to my emails enither do they close my account 

 

since then i am still playing at their casino and i have lost a lot of money 

 

can i ask to have this money returned back to me ?
what actions can i have to protect myself and maybe get my money back?

 

 

any suggestions would be highly appreciated

 

thanks 

 

jimmy

[ValDes]

Hi there and welcome to AskGamblers. 

 

First of all, really sorry to hear about your gambling addiction. Obviously, you have reached the stage when some serious actions and decisions must be taken and in case you not sure where to start from feel free to read the guide under my signature or ask additional questions and we'll make sure to assist accordingly. 

 

As for this particular situation, I'm afraid this is happening with more and more players lately (reading lots of similar AGCCS cases recently) and it seems the issue affects only operators who are licensed by regulatory bodies such as Curacao who's been sadly known with their ridiculous Responsible Gambling requirements. Unfortunately, if that is your case then you don't stand much of a chance to receive an adequate investigation on the matter from the relevant casino team let alone getting back any refunds. On the other hand, if the affected operator is MGA or UKGC regulated you should file a formal complaint and be patient with their complaints process as it might take some time. 

 

Considering the nature of the described issue, strongly encourage you to consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

 

Using AskGamblers Casino Complaints Service

 

Let us know in case you need further assistance. 

[jimtheglide]

Hello, 

thanks for your reply and all the valuable information you have provided me. 

The casino name was Cadoola, and i have just filed a complaint following your advise hoping this will help me eventually to get my money back from them 

 

Thanks again 

 

jimmy

[Afi4wins]

I had an issue with Cadoola Casino some months back too, but it got resolved eventually via AGCCS. 

 

Tranello group of casinos do not close player's accounts, if I'm not mistaken, but you can request from their helpful Live Chat host to close off or block off your account permanently since you have an addiction problem. Alternatively, you can also use the self-exclusion option to close off your account.

 

As to getting a refund...I guess it would depend on the casino management's discretion...or simply let AGCCS assist you. 

[jimtheglide]

I have filed a complaint and today i received a message that it has been rejected by ask gamblers team. any idea why it has been rejected? how can i know why the complaint has been rejected ?

 

thanks 

[ValDes]

I have filed a complaint and today i received a message that it has been rejected by ask gamblers team. any idea why it has been rejected? how can i know why the complaint has been rejected ?

 

thanks 

 

Hi again, 

 

Please check your email inbox, there should be an email sent from our complaints system containing the reason/s behind the decision taken by AskGamblers Complaints Team to reject your case. 

 

Please let me know in case you need further assistance.