Play2Win Casino refusing to self-exclude

posted on April 3, 2014.

I have been trying to deal with a gambling problem for some time. I slipped off the wagon and opened an account on with play2win casino after reciving some marketing from them.

Between 18/03/14 and 22/03/14 I lost £300 at the play2win casino. I then came to my senses and emailed play2win support on the 22/03/14 informing them I was a problem gambler and asking them to close my account. I also provided them with other user names I had with their play2win site that I had previously had to ask them to close due to my gambling addiction.

I never had a reply from play2win support, but I did continue to get promotional emails. I know they must have reviced my email as a previous, unrelated, email sent from the same address had been answered by them.

On the 01/04/14 I clicked on a link from another promotional email from play2win, I discovered my account had not been closed. I got into chasing the losses I had sustained and one hour later had lost a further £400.

I emailed again on the 01/04/14 requesting that my account be closed and complaining that my account should have been closed on the 22/03/14 when I first informed them I had a gambling problem.

I have checked the play2win account in question and it remains open, in addition there was a bonus waiting for me.

Today I recived an email from play2win asking me to verify my account with security docs and sign a form to say that each listed previous deposit with authorized by me. My account remains open

I would like some advice as I would like the casino to do the following 1) Close my account and permanently exclude me 2) Stop sending promotion emails 3) Refund the deposits I made on the 22/03/14 of £400 as this was nearly two weeks after I contacted them to close my account as I had a gambling problem.

Any help would be greatly appreciated. I will try and attach the email I sent to play2win on the 22/03/14 requesting account closure.

posted on April 3, 2014.

James Kelk 22/03/2014

To: Play2Win

Picture of James Kelk

From: James Kelk ([email protected])

Sent: 22 March 2014 14:13:55

To: Play2Win ([email protected])

please close my account. I have a gambling problem (user names leyeti, jameskelk). I have ther accounts with you that I have had to ask you to close. I keep getting email offers and I have lost another £200 today.

Please can you remove me from your mailing list. Is there any way I can have the £200 refunded, I dont feel it is fair to send promotional emails to somone who has previously asked you to close accounts due to gamblign problems.

user theyeti, james Kelk

James B Kelk

posted on May 28, 2014.

This case has been reopened upon casino's request.

posted on May 28, 2014.

Dear Player - We have received your request and we understand you would like to close your account at Play2Win Casino. In order to finish with such process, we ask the player again to contact the Player Support Department by phone at +44 20 8144 5572