Casinochan - No se ha cumplido la solicitud del jugador para bloquear su cuenta.

on 21.04.2020 I decided to write in chat at the casino to block the account, as I lost too much. I am a fragile subject who risks every time he plays to spend a lot of money. I was told to contact the casino via email, which I did through the email I am attaching to you.

their answer, knowing knowing my deposits was to give me a bonus. I requested the block again and they gave me another bonus. On 22.04.2020 I confirmed why the block was not yet active, to date, that I have fallen back, depositing again 3'000 euros. I ask for a refund, as they are incorrect towards me and they have not fulfilled my risks. I also ask for damages and the return of all monies deposited in this casino.

in data 21.04.2020 ho deciso di scrivere in chat al casino per il blocco dell'account , in quanto ho perso troppo. Sono un soggetto fragile che rischia tutte le volte che gioca di spendere tantissimi soldi. Mi è stato detto di contattare il casin otramite mail, cosa che ho fatto ,tramite la mail che vi allego.

la loro risposta , sapendo conoscendo i miei depositi È stata quella di darmi un bonus. Ho rchiesto di nuovo il blocco e mi hanno dato un altro bonus. In data 22.04.2020 ho richeisto come mai il blocco non fosse ancora attivo , fino ad oggi, che sono ricaduto , depositando di nuovo 3'000 euro. Chiedo il rimborso , in quanto scorretti nei miei confronti e non hanno adempiuto alle mie rischiete. Chiedo inoltre i danni e la restituzione di tutte le somme depositate in questo casinò.

Dear Marquez,

Thank you very much for submitting your complaint. I’m sorry to hear about your unpleasant situation. I checked the email conversation which you’ve attached. I noticed that after you’ve been asked for a reason to close your account, which is a standard procedure, you wrote: "if you make me win at least once I stay". Could you please forward any relevant communication which took place prior to the one forwarded already? Unfortunately, your decision to close the account is not clearly stated in the actual one. If you wish to block an account, you need to explain your reasons and if one of them is an addiction, casino is obliged to do it straight away and permanently.

Additionally, please advise if your account is still accessible or it has been closed already? I hope we will be able to help you to resolve your problem as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

In the chat conversations held by the casino before the emails I explicitly asked to block my account for losing a lot of money. My "if you make me win I stay is not a bonus and free spin acceptance".

you could ask for chat conversations, as they already know about my problem. I had given the explanations via chat and they told me. Dare to write by email.

my account was blocked the moment i said i would claim to get my money back. I think their bad faith is quite clear. I would like to have the conversation in the chat with the casino by email: if they have nothing to hide I think they will send it without problems.

Nelle conversazioni chat in possesso del casino prima delle mail ho esplicitamente chiesto di bloccare il mio account per aver perso tanti soldi. Il mio "se mi fate vincere rimango non è un accettazione a bonus e free spin".

si potrebbero chiedere le conversazioni chat , in quanto loro già a conoscenza del mio problema. Le spiegazioni le avevo date tramite chat e loro mi hanno detto. Osa scrivere per mail.

il mio account è stato bloccato nel momento in cui ho detto che avrei reclamato per avere i miei soldi indietro. Credo che sia abbastanza palese la loro cattiva fede. Mi piacerebbe avere per mail la conversazione avuta in chat con il casino.:"se non hanno nulla da nascondere credo che la invieranno senza problemi.

I copied to you a conversation that took place after I sent the complaint

Vi ho copiato conversaIone avvenuta dopo invio del reclamo

Dear Marquez,

Could you please forward me a screenshot of your "cashier" history with the deposit which took place after you have requested your account’s closure? Thank you very much.

Hi, you should forward the request to the casino, as I can no longer log into my account

Salve , bisognerebbe inoltrare la richiesta al casinò , in quanto io non posso più accedere al mio account

Do you please have a receipt from the last transaction?

I have credit card ones if they are fine

Ho quelle della carta di credito se vanno bene

Yes please.

Thank you very much Marquez for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

I will contact the casino now, so hopefully we will receive an answer soon.

Some news?

Qualche novità?

Hi, did you know anything more?

Salve, ha saputo qualcosa in più?

Hello Marquez199,

The Casinochan has an option to comment on this case open, we have to be patient and wait for their response.

Of course, no problem. It's just that I thought he had some more info since he wrote that he would hear them.

Thanks

Certamente, no problem. È solo che pensavo avesse qualche info in più dato che aveva scritto che li avrebbe sentiti.

Grazie

We would like to ask the Casinochan to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

We have checked the conversation between Marquez199 and his manager and we can see, that Marquez199 never mentioned that he have uncontrollable gambling addiction. Since the player never mentioned that he have any gambling problems, his manager has suggested him a bonus.

It is all shown in the email history provided by the player above. The player never said that he have a gambling problems.

We are sorry, but in this case the refund cannot be debated.

We are hoping for your understanding.

Kind regard,

Casinochan.

Do you know what is not in line with the terms of your terms? The fact that I have repeatedly asked for the block, and you have never grasped my requests! The motivation for losing all the savings is more than valid and almost equal to being an addicted player. You have allowed despite my requests to continue depositing. You never asked me for an ID, nothing at all. You allowed to burn still some financial savings, after which at my further request you blocked it, with deposits already made, and this thing is really without logic. If you at my first request had blocked the account this problem would never have happened, instead you waited after 3000 euros of deposits and the third request.

in fact I had already asked you to repay me a week before, but you have never considered anything, and you have continued to enrich yourself incorrectly on the skin of a person in difficulty and you were aware of it!

Sapete cosa non è in linea con i canoni dei vostri termini ? Il fatto che io più volte abbia chiesto il blocco, e voi non abbiate mai colto le mie richieste! La motivazione di aver perso tutti i risparmi è più che valida e quasi uguali a essere un giocatore dipendente. Voi avete permesso nonostante le mie richieste di continuare a depositare. Non mi avete mai chiesto un documento di identità , nulla di nulla. Avete permesso di bruciare ancora dei risparmi economici, dopodiché alla mia ulteriore richiesta lo avete bloccato , a depositi già effettuati , e questa cosa è davvero priva di logica .se voi alla mia prima richiesta avesse bloccato il conto questo problema non sarebbe mai successo, invece avete aspettato dopo 3000 euro di depositi e la terza richiesta.

in realtà vi avevo già chiesto di rimborsarmi una settimana prima , ma voi non avete mai considerato nulla, e avete continuato ad arricchirvi in modo scorretto sulla pelle di una persona in difficoltà e voi ne eravate a conoscenza !

Hello Marquez199,

We contacted the Casinochan, because we wanted to know if you asked for self-exclusion, or expressed gambling addiction in any other way. However, in your email you are only mentioning you never win and there is not a hint of gambling addiction.

Sadly, we cannot help you under these circumstances. You need to let the casino know in case you have a problem like this, otherwise the support could think you just want to close the account, because you don't like the casino. This could result in offering bonuses, to motivate you to stay and play. In this case it really wasn't meant to support your gambling addition.

Unfortunately, your deposits can't be returned, as the casino wasn't aware of your problem when you asked the support to close your account. We cannot punish the casino either. I can only recommend you to use blocking softwares, which will prevent you from using gambling websites. You can read more about it in this article:

https://casino.guru/responsible-gambling#apps-and-tools

Other available softweres are for example:

www.gamblock.com

www.betfilter.com

You can also try to ask your bank to set the limit for transactions. Again, I am really sorry, but we cannot continue resolving this case.

Please, check out the article I am mentioning in this message, you may find many useful information there.

Take care and I hope this will help at least a little bit with your problem.