DuckDice Casino - El jugador solicita un reembolso debido a una autoexclusión ignorada.

On 29-05-2023, i wrote an email to the DuckDice casino informing them that i was a gambling addict, and i had lost 2094$ which came from loans i could not afford to lose. I did ask for a refund due to i could not afford to lose those funds, but the casino replied that an 40 USDT bonus has been credited. They did not act on the fact that i informed both that i was a gambling addict and that i had lost more than i could afford.

I therefore ask for an reimburshment of the funds the casino allowed me to deposit and lost after i recognized i had a gambling problem and i informed the casino about my gambling addiction problems from after 29-05-2023.

On 8. June i wrote this complaint to the casino and finally here they got me self-excluded, so my complaint is for the deposits made after 29-05-2023 where i did inform the casino of my gambling addiction.

Furthermore i would like to tell that the casino has kept sending me many emails encouraging me to keep gambling and offer more rewards, which i think is unacceptable when i am both self-excluded and informed of my gambling addiction.

Dear qwrath,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you notify the casino about your gambling issue for the first time on May 29th? Could you please clarify if you lost your fund before or after this email?

Do I understand correctly that your account is now closed?

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

Best regards,

Kristina

Dear Kristina,

I did lose 2094$ before May 29th, and then i did notify the casino about my gambling addiction, where they replied that i was credited a 40 USDT bonus, which confirms that the casino has seen, read and replied my email informing i am a gambling addict and i had lost more than i could afford.

In the following week, i did lose another 297 USDT. On 8. June i did conact the casino again and got my account self-excluded. However the casino has in the following month sent me another 8 emails encouraging me to gamble, informing of bonuses and more big wins etc. which i think is very had behavior from casino.

Thank you very much for your reply, qwrath. Do I understand correctly that your account has been closed since June 8?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear qwrath,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

qwrath informed us that the casino refunded all deposits, therefore we marked the complaint as resolved.