77 Jackpot Casino - Breaching their own self exclusion policy

RESOLVED
mrtesttube United Kingdom
posted on May 31, 2016.

Due to a gambling addiction, I requested that 77jackpot close my account last month. I contacted support and they did this for me.

However over the past 2 weeks I started getting promotional emails from 'Jim Carling' my 'account manager'. I replied to him that I had self excluded and asked for my account to be closed and for no more emails to be sent. I got no response. I did however try to log in to the casino and was able to - they reopened my account! Not good for a gambling addict, so I deposited and played €300. I reached a balance of €1000 euros and tried to withdraw. But I got a message saying 'you are not allowed to make a withdrawal, contact support'. I then contacted live chat who told me I couldn't withdraw, that my account had been verified but I had previously been self excluded.

Why did they let me deposit €300 and re-open my account after it had been closed?? I would not have been able to withdraw anything should I have won and so they have taken my €300 and basically stolen it. I think this is very underhand - reopening my account after self excluding and allowing my to deposit money but not able to withdraw because of my self excluded status. Shame on you 77jackpot. I want my €300 euros back as you have failed to act responsibly and are rather devious in enticing an addict back on in the way that you did.

mrtesttube United Kingdom
posted on June 2, 2016.

'Jim C' my 'account manager' has advised that the refund has been processed and asked that my complaint on this site be closed. I am waiting for the transaction to come through and then will close the complaint.

posted on June 4, 2016.

Refund in process it might take up to 21 business days max.

mrtesttube United Kingdom
posted on June 7, 2016.

Still no refund, waiting for it to be sent and will keep you posted

AskGamblers
posted on July 5, 2016.

The complaint has been reopened as per submitter's request. AskGamblers Complaints Team has been informed by the player that their issue is now resolved and we are now awaiting player's confirmation.

mrtesttube United Kingdom
posted on July 5, 2016.

Hi there, this has now been resolved and I have been refunded.

AskGamblers
posted on July 5, 2016.

Based on submitter's last post, AskGamblers Complaints Team is now considering this case as resolved and it is being officially closed.

Thank you all for your cooperation.