MoonGames Casino - Let me register and deposit although I am self-excluded in another Cassava brand

RESOLVED
leigh12345 United Kingdom
posted on March 11, 2015.

Hi let me start by saying I'm a compulsive gambler. Today I opened an account with moon games and deposited £20 by paypal. When the payment went through I realised I had self excluded from 888 which is the same company. I rang them and explained that I think I had an account with them and the lady said that I had another account with moon and that she would close the new account and I should log into my old account and if I've forgotten the password I should ask for a new one. Since I've rang them I've found out they belong to 888 so I don't understand why they allowed me to open another account. 888 know I have a gambling problem. I would like my deposit back.

leigh12345 United Kingdom
posted on March 11, 2015.

I did not play any of their games with this deposit.

leigh12345 United Kingdom
posted on March 11, 2015.

My user name is leighhayes1969

posted on March 12, 2015.

Hi Leigh,
Thank you for bringing this matter to our attention.
Having looked in to the matter for you I see that when you opened these accounts you registered using two different email addresses. This would be one reason why we would not have immediately noticed and closed your account.
We have contacted support on your behalf and asked for you to be permanently excluded and for your balance to be refunded as well. They will contact you separately about this and we do ask in the meantime that you refrain from opening further accounts with us. Had you when you called support, not only mentioned that you thought you already had an account but that you were a compulsive gambler, they would have taken more immediate action on your behalf. We subscribe to a policy of responsible gaming, we do take these matters very seriously and would strongly recommend that you seek professional help in this regard. We might suggest that you start here http:/­/ww­w.g­amc­are.or­g.uk/
Your account will be closed most likely today but in any event within 24 hours and you should expect a response from support in no more than 72 hours from now.
All the best,
Moon Games casino team.

leigh12345 United Kingdom
posted on March 12, 2015.

Hi thanks for getting back to me. I did email ur surport and let them know of my problem. Anyway my deposit was £20 not $25. So can u please make sure I get that amount back. Thanks again

posted on March 12, 2015.

Hi again Leigh,
No problem, we always endeavor to answer our players as soon as possible.
Yes we see that your account was credited to the amount of £20 and this is the amount which will be refunded to you.
Having investigated further still, we found at least four accounts connected to you and so we might ask once again that you refrain from opening further accounts with us.
All the best,
The Moon Games Casino Team.

leigh12345 United Kingdom
posted on March 12, 2015.

Hi I'm really shocked u have found other accounts belonging to me I would not have open accounts knowing they were the same company and if I had won wouldn't have been paid. I'm a compulsive gambler so it could be true however I really think online casinos need to be clear which groups they belong to because as a problem gambler I know I would be desperate to gamble so would not read the terms and conditions. I'm sure most problem gamblers don't.

leigh12345 United Kingdom
posted on March 12, 2015.

Hi I have received a refund from moon games. I'm really surprised at the customer service I have received and would like to say thanks to moon games and ask gamblers for all your help. I have decided to get some more help for my problem and won't be owning anymore casino accounts.

leigh12345 United Kingdom
posted on March 14, 2015.

You can close this complant now. Thank you