JoyCasino - Allowed me to gamble despite an active self-exclusion, refused to refund

RESOLVED
babnidis Sweden
posted on March 24, 2016.

23 December 2015 I decided to shut down all online casino sites due to problem gambling. And above all Joycasino I have emails where I point out that I created an account babnidis and want them to close the account permanently gambling problem. This was sent on December 23, 2015. The 24/3 March, I was able to log in and make deposits as usual. Contacted Joycasino but all others are reluctant to take on the error account would have been permanently closed, but now it was not.

posted on March 28, 2016.

Dear @babnidis,

We had a deep look through onto mailing history and found out that your account was created on 23rd of December as you can see on screenshot http:/­/pr­nts­cr.c­om­/al5ipt , AFTER your chat with Joycasino support when you asked them to close your account. Here's a screen of your conversation http:/­/pr­nts­cr.c­om­/al5ol3
They couldn’t find your account because it didn’t actually exist in time when you contacted support. After the chat with Joycasino team you opened an account, but didn’t ask once again to close it. Your account is closed permanently now by your request but as you can see we couldn’t do that earlier. Thus we didn’t break any rules.

Kind regards,

Joycasino team

babnidis Sweden
posted on March 28, 2016.

Yes, I just opened an account with you December 23, 2015 so that you could turn me permanently due to which there were problem gamblers. I have evidence here that I said now I have an account babnidis close this permanent problem gambling. What more should I do? You did not close my bank account on 23 December, and leave it open I could then play with you and make deposits. I should not do this, you can clearly see in the emails between me and you says PROBLEM GAMBLING. I do not really even know how you can try to find excuses regarding this. It is very clear in the mail to remind you that I will not be able to play with you.

posted on March 30, 2016.

Dear @babnidis,

We’re very sorry to hear that you experienced gambling problems and could play at our casino. We at Joycasino endorse responsible gaming as a policy of customer care and social responsibility. Your desire to be self-excluded is our high priority, but as it was mentioned above and you agree with, your account was registered after getting in touch with support team. We always do our best to help customers, but we physically were not able to close an account that hadn’t been registered. We can close only the accounts that are already exist in our database. Please, let us remind once again that your account is closed permanently now.

Kind regards,

Joycasino team

babnidis Sweden
posted on March 30, 2016.

Hey I didnt do any fault in thicase I w contacted you regarding a gambling problem and would like to close the account if I had an account, I asked you that I will not be able to open one. You said you did not find an account in my name and you said that you can only fix it if I open one and come back. As you can see in the chat with our support so I opened an account 23 and thus confirmed it to you that now I have a BABNIDIS ACCOUNT CLOSE account permanently PROBLEM GAMBLING. You do not take this serious if you saying writing 10 times problem gambling and plus open a account and you still saying you did no wrong? you dont take responisble gambling serious and should not hold a licens. One question do you serious beleive that you didnt do any wrong here? A contacted you several times regarding problem gambling you had my email and my account babnidis created the 23 december and you failed to protect and broke many rules thats it no more lies here thanks.

posted on April 1, 2016.

Dear @babnidis,
Thank you for your patience and arguments. As we mentioned above, we fully support responsible gaming. That's why we want to inform you that we agree to return your deposits. Please, contact support team and give them your payment details.

Dear @Askgamblers team,
As you see, we agreed to return deposits. We want to point out that we take care about responsible gaming. Still, we do believe that this player is definitely trying to exploit self-exclusion rules by himself proclaimed rules.

babnidis Sweden
posted on April 1, 2016.

Hello again, I have sent information so that you can send money to your support. I confirm this on this page as soon as the money reaches my NETeller account. I'm glad there are online casinos that still takes gambling seriously and recognize mistakes. Thus, I think Joycasino is a safe casino where people can trust. I tried not to get around the few rules I'm an impulsive player who had big gambling problem just because I have closed me in almost every casino.

babnidis Sweden
posted on April 1, 2016.

Hello askgambler team this issue is solved thank for the help
Thanks Joycasino

posted on April 1, 2016.

Dear @babnidis,

thank you for quick update, we appreciate that. Have a nice weekend!

Best regards,
Joycasino team

AskGamblers
posted on April 1, 2016.

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