GOPLAY365 Casino - La cuenta del jugador permanece reactivada a pesar de la autoexclusión.

Hello,

Last November, I opened an account at goplay365, deposited 300 euros, and lost (all okay).

On Monday, December 2nd, I informed the chat about my gambling addiction and requested the permanent closure of my account. They told me I could do it myself from my account. When I tried, I found there was no option for permanent closure, so as a temporary solution, I self-excluded for a set period (190 days) and sent an email explaining my addiction and again requesting permanent closure.

On Thursday, December 5th, unable to control my urge to gamble, I requested the cancellation of the self-exclusion through chat, and it was immediately lifted. I made three deposits of 150, 150, and 100 euros.

I asked the chat again for permanent closure, and they told me I was being negative because of my losses and suggested I self-exclude as I did before. I explained and demanded the permanent closure of the account, since the self-exclusion I set can be removed with a simple request to the chat (thus making it completely useless), and I sent another email explaining my gambling addiction.

Today, Friday, December 6th, my account was reactivated once more, and I lost another 200 euros.

My account is self-excluded by me, but I'm afraid if I request it, they'll keep reactivating it. The chat agent tells me they reactivate the account because I request it and that "I must be the one responsible for controlling myself."

Therefore, I am requesting the return of the deposits made since Monday (when I first communicated my gambling problem) totaling 600 euros.

Thank you.

Hola.

El pasado mes de noviembre abrí una cuenta en goplay365, deposité 300 euros y perdí ( todo ok).

El lunes 2/12 comunico al chat mi adicción al juego y pido el cierre permanente de la cuenta. Me dicen que puedo hacerlo yo desde mi cuenta. Al intentar hacerlo, veo que no hay la opción de cierre permanente, así que, como solución provisional me autoexcluyo por un tiempo determinado ( 190 días) y mando un correo explicando nuevamente mi adicción y solicitando el cierre permanente.

El jueves 5/12, incapaz de controlar mi impulso de jugar solicito la cancelación de la auto exclusión a través del chat y se abre inmediatamente. Hago tres depósitos de 150, 150 y 100 euros. 

Vuelvo a pedir el cierre permanente al chat y me dicen que estoy siendo negativo debido a mis pérdidas y que, si quiero autoexcluirme lo haga en la cuenta como la vez la pasada. Explico y exijo que se cierre la cuenta permanentemente, ya que la autoexclusión establecida por mí en la cuenta se elimina con una simple perición al chat ( es decir, es totalmente inútil) y vuelvo a enviar correo explicando mi adicción al juego.

Hoy viernes 6/12, se vuelve a reactivar mi cuenta y pierdo otros 200 euros.

Mi cuenta está autoexcluída por mí pero me temo que si lo solicito, seguirán reactivándola. El agente del chat me dice que ellos reactivan la cuenta porque lo solicito y que " debo ser yo el encargado de controlarme".

Es por ello que solicito los depósitos realizados desde el lunes ( cuando comunico por primera vez mi problema con el juego) por valor de 600 euros

Gracias

Hello juliobit8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GOPLAY365 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• When was the first time you mention gambling addiction to the casino?
• Would it be possible to forward evidence of your request/mentions of gambling problems to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

1. Yes, my account is now verified. The verification was automatic, all I had to do was send my national ID and a selfie.
2. On Monday 2/12 I notified my gambling addiction via chat and email and asked for a permanent account closure. The chat invited me to do it myself from my account but it turned out that it was impossible to close the account permanently (and this daily exclusion that I set on my account was removed by requesting it via chat).
3. I am forwarding you the email I sent on Monday reporting my problems with the game. This email received no response, unlike what happened with other communications, where the response to emails was instantaneous.

Thank you so much

1. Sí, mi cuenta ya está verificada. La verificación fue automática, bastó con enviar mi documento nacional de identidad y un selfie.
2. El lunes 2/12 notifiqué por chat y por correo mi adicción al juego y pedí el cierre permanente. El chat me invitó a hacerlo yo mismo desde mi cuenta pero resultó que era imposible cerrar la cuenta de manera permanente ( y esta exclusión por días que fijaba en mi cuenta se eliminaba solicitándolo por chat)
3. Te reenvío el correo que envié el lunes informando de mis problemas con el juego. Este correo no obtuvo respuesta, al contrario de lo que sucedió con otras comunicaciones, donde la respuesta a los correos era instantánea.

Muchas gracias

Dear Juliobit8,

Thank you for providing the email. However, the email address to which you forwarded your request (info@) is not mentioned anywhere on the casino’s website.

Please note that if you are dealing with a responsible gambling-related issue, you will need to reach out to one of the specific email addresses provided by the casino for such matters. You can find this information here: https://www.goplay365.com/goplay365/info/overview/infoTag/1.

We recommend contacting the appropriate address listed to ensure your request is processed correctly.

Best regards,

Nick