BestCasino - Did not comply with its own responsible gaming policy

RESOLVED
sarayang Finland
posted on January 11, 2016.

Hi, Askgamblers ,i have joined in Bestcasino 1 year . Since i have continued lost more than i could handle it . so on 17th, 11.2015 , i went to my account page ,there is responsible gaming section ,then i made myself 7 days break time , immediately my account was closed . But the next day i went to casino and wanted to play again ,the live support told me that actually i should wait at least 7 days then can make request to reopen my account , but he can re-open it for me earier and at the same time he re-opened my account let me deposit and played.
well. so why has responsible gaming ? I believe the casino should take responsible gaming seriously . I made myself 7 days break , but you help me be able to gamble again? The casino should not open my account since i wanted take a break.
Base on those i demand the casino refund my deposits because the casino did not take my responsible gaming seriously .
The whole amount i deposited after 17th.11. 2015( first time i closed my account) until i request again closed my account forever is 5212 euros.
Hope this complaint will be resolved soon!
Kind regards

posted on January 12, 2016.

Thanks for your email.

We at BestCasino take these issues very seriously and we would never intentionally cause any harm to our players.

This player has indeed approached us and asked for both his deposit history and chat transcripts. Both of which were sent to the player. We are currently looking into the issue once more, as we have already spoken to the relevant support personnel and are looking deeper into the issue.

The one thing which has come through from the chat transcripts, is that when the player asked to have his account blocked the first time, gaming problems were never mentioned as had that been the case we would have closed the account indefinitely inline with our policies. Just as we did the 2nd time since he then mentioned that he had a problem.

We are currently looking into the best way to resolve this issue, as we of course would like to make sure the player is treated in a fair manner. It is not a small amount of money, and due to this we are looking into what is our responsibilities in view of the fact above. Once this is clear we will do what is necessary from us. Please understand that this is not something that can be resolved within a few minutes since we will need to speak to regulators, Key Officials and such to ensure full transparency.

We would like to re iterate that responsible gaming is extremely important to us and we take these issues very seriously, and we will do our utmost to resolve in the most timely fashion.

Thanks

sarayang Finland
posted on January 12, 2016.

Hi
At first thanks for the casino reply.
Secondly , i just got the deposit history, never got my chat history from casino after i asked casino sent me those. And casino has not talked about this issues with me yet.
Thrid, as i said on the complaint, first time my account was closed was i closed my account by myself on the responsible gaming page, i did not ask casino to close my account. I asked the chat history was because live chat support re-open my account on the second day after i set myself take a break for 7 days. So on the livechat history was not gaming problem topic. Casino re-open my account even i set myself break time already from responsible gaming page.
At the end, if as casino said they take responsible gaming seriously, the responsible gaming page at the casino has deposit limit setting, i had set my deposit limit many times, on responsible gaming page says takes 7 days to remove or up the deposit limit, but my deposit limit was always able to be removed 2 days, why?
Of course, i hope this complaint can be resolved well for me and also for casino.
Regards

sarayang Finland
posted on January 12, 2016.

Hi
Since i have never got my account active history and live chat history yet, i would like to get those history from casino. Then i can be sure the exact date i set on resposibe gaming page break time. I did set myself break time on casino responsible gaming page ,the suppot did reopen it on second day, but now i need the whole my account history to make sure the exact date. It would be nice to get those from casino or casino can even send all those history to askgamblers
Thanks

sarayang Finland
posted on January 13, 2016.

Hi,askagmblers, I have got the refunds . The casino worked very fast. Thank you askgamblers and Bestcasino.
This complaint can be closed as resolved.
Regards

AskGamblers
posted on January 14, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.