CasinoCasino.com - El jugador solicita un reembolso completo del depósito.

On the 29/9/2018 i requested for the acccout on all british to be closed 

this was done successfully 

now looking at your terms and conditions (as gambling and gambling laws is something im now studying) ive come to realise that once this account was requested to be closed the others should have been automatically closed. 

None of the other accounts were closed until requested again by me at later stages 

The account should not have been allowed to have been opened or deposited on and I would like some help retrieving my deposits please - as they have broke their own terms and conditions.

I have added some screen shots where it shows their terms and I have also added screenshots of conversations where it confirms my account was self excluded and that I wouldnt be able to play across any L and L Europe brands 

Dear babsbh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never requested self-exclusion directly from this casino? Would you be so kind as to confirm that you used the same personal details as in All British Casino when you created an account at CasinoCasino.com?

Have you tried discussing this problem with the casino directly? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi

I did request account closure with this casino at a later date

but when I have looked in to this situation and spoke to advisors I have realized that the accounts should have already been closed and I should never have been allowed to play or deposit on this site as per their terms and as per information given by their advisors

I have sent some screenshots to you by email

All of my information used in both casinos was exactly the same

Thank you for your reply, babsbh. Would you be so kind and clarify what is this report and who sent it to you? Do I understand correctly that this is a summary or a report of all your withdrawals and deposits you made in these casinos?

Hi

yes This is when I was speaking to one of the advisors to see when my accounts were closed and to see what deposits and withdrawals had been made

thanks

So if this is correct, you deposited €2,990 and withdrew €3,307.50 from CasinoCasino.com. Could you please confirm it?

Hi

yes this seems to be the case

it may void my complaint then?

thanks

Thank you very much babsbh for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you 🙂

Dear babsbh.

Thank you for submitting the complaint. We will not try to reach the casino team.

thank you

Dear babsbh.

I have communicated with the casino representative, and they informed us that you have never closed your account because of the gambling problem. You did close your accounts but never mention the gambling problem. Please, could you confirm their statement?

Hello Barbara.

I am very sorry about the outcome of your complaints. Unfortunately, since you have not informed the casino team about your addiction, we believe you are not entitled to a refund.

If you mentioned a gambling problem, the casino would be obligated to block your account and never let you in. However, when there are other reasons, the account can be reopened, and it always depends on the brand and reason of self-exclusion or account closure.

For the future, I highly recommend you refrain from gambling and maybe check our article about responsible gambling with helpful tips.

Another option is to file a complaint with the licensing authority of the casino. I can help you with it.

I am now closing your case as 'rejected'.

Best regards, Jozef

jozef.k@casino.guru