Casino Hermes - Refusing to comply with my request for self exclusion

RESOLVED
posted on August 4, 2015.

I have requested to self exclude on 18 July as I have gambling problem. I have since spent over 1,000 euros but they will not help me and don't answer. I contacted live chat and they would only put a limit of 100 euros per week. I'm in real trouble, if they had closed it when I asked I wouldn't be in the much trouble. They still won't answer me, please help I feel ill lyndloo13

posted on August 6, 2015.

Hello and thank you for your post. I have contacted the casino management to close your account. It should be done within 24 hours. I apologize in the name of Casino Hermes for any inconvenience.

posted on August 6, 2015.

I would like an explanation on why nobody would help me. I sent lots of emails and contacted live support from 18th July. If the casino had helped then I would not of spent over 1000 euros!! I pleaded with the casino and this made me I'll!!
Surely as a casino you realise that some people have gambling problems and you should have measures in place to respond. I now have no money left and I realise this is my fault and problem but you could of easily helped me!!!

posted on August 6, 2015.

I will explain: because of restructuration purposes, the casino had a period of limited human resources for support in English for a few weeks and was not able to handle all requests in a timely manner. Things are already going smoother and almost back to normal now.

posted on August 6, 2015.

If this is the case and you are admitting that you did not help in a timely manner then surely some compensation is due!

posted on August 10, 2015.

This case was solved: player received a compensation and her account was closed on Thursday, 6. August 2015.

posted on August 10, 2015.

My account is now closed and issue resolved

AskGamblers
posted on August 10, 2015.

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