ComeOn Casino - Self-exclusion period not respected

UNRESOLVED
posted on February 12, 2016.

I had requested on October 29, 2014 to be self excluded from ComeOn casino for a period of 2 years. A couple of weeks I was weak and visited the casino again. I was able to login and unlock my account with just one click with no human interaction from ComeOn side.
Well, of course as a result of my weakness and addiction I lost all my deposits.
The most reasonable action by ComeOn is to refund me my deposits and keep my account closed until October 29 of 2016.
I have contacted support and they refuse to refund my deposits, since the reason given by me for my self exclusion was " I'm not happy with the winnings".

At any land based casino, if you request to be self excluded, you get self excluded and you're not able to play again. The reasons for the self exclusion do not vary from not enjoying the customer service, or that the drinks were not my satisfaction, etc. You self-exclude yourself because you have a gambling problem, no matter the reason given when asked.

This is just very common practice that most online casinos take to refuse refunding their players with gambling problems. Any experienced player reading this can relate.

As a conclusion, I refuse to accept their ruling and therefore decided to submit this complaint.

Attached are some of my chats with the customer service, where the agent admits that I shouldn't have been able to play again before the period was over.

AskGamblers
posted on February 16, 2016.

Dear @dumpie,

Any update regarding your complaint? Thank you.

posted on February 16, 2016.

No reply yet.

posted on February 17, 2016.

ComeOn has sent me an email today saying the following:

Thank you for your message. I'm writing to you in regards to your request for the old chat transcript and to inform you we are unable to fulfill your request. If you as a customer wish to receive a copy of a chat transcript, that option is given while being in the live-chat. 

Regardless, our records show that the given reason for your request to close your account was that you were not happy with the winnings. We do not make any assumptions in regards to reasons for closures but can only make judgement on what you actually write to us. 

On this specific occasion, your given reason was that you were not happy with the winnings and we have acted upon that information accordingly, this is our conclusive answer.  

------­---­---­---­---­---­-------


To which I replied:

Thank you for your message.
I find it odd that you cannot send me over a chat transcript from 1 and half year ago.
Anyway, can you please point out to me where in your terms and conditions your judgement is based regarding the self exclusion reasons?
If you acted accordingly I would like to read those terms. I don't see the reason why a request of a 2 year self exclusion period should be violated in at all, no matter the reason. This is a very dodgy practice by your organization and we both know it.

------­---­---­---­---­---­-------

Unfortunately, they are still refusing to reconsider my request. I would appreciate if their representative at askgamblers would comment on this and point out where in their terms and conditions their judgment is based upon. This is a dodgy practice by some online casinos and we all know it.

posted on February 18, 2016.

ComeOn casino as contacted me again with the following message:

Our terms and conditions state the following in regards to responsible gaming closures;

16.4 Self Exclusion: If you want to stop your gaming you can exercise the right to exclude yourself from playing at ComeOn by: (1) sending such a request to our customer support team or (2) by using our online self-exclusion tool available under “Account Settings”.

It will not be possible for the account to be re-opened for any reason once you have chosen to self-exclude yourself. During this period ComeOn will do all it can to prevent new accounts being opened.

Should you choose to self-exclude from this site, we will take all reasonable steps to close all accounts on other websites operated by Co-Gaming Limited, identified as belonging to you. We will not consider the self-exclusion period as having commenced until it has been fully implemented and communicated to you. Please note that this process takes a reasonable working period to implement. If after this you find that you can still access any of Co-Gaming Limited sites, it is your responsibility to contact us immediately to inform us. Failing this, we will not be held liable to you or any third party if you are able to continue to gamble via any of the Co-Gaming websites.

It is your responsibility to contact our Customer Support Team to ensure that all of your accounts with other websites operated by Co-Gaming Limited are closed. You shall not be permitted to open or use a new account with any other site operated by Co-Gaming Limited while being self-excluded.

------­---­---­---­---­---­---­---­---­---­---­---­---­------

However, there are no such terms on their website, not now and neither before I submitted my complaint. I have taken screenshots as precaution.

posted on February 22, 2016.

Dear dumpie,

We have to refer to the answers you have received from our customer service.
"On this specific occasion, your given reason was that you were not happy with the winnings and we have acted upon that information accordingly, this is our conclusive answer. "
You did not close have your account for responsible gaming reasons and therefore you were able to reopen your account before 2 years had past.

Best regards,
ComeOn!

posted on February 22, 2016.

I don't see anywhere on your terms and conditions the distinction between Responsible Gaming reasons as you mention. As for a mater of fact, I don't even think they should exist.
What is the point of having Self Exclusion, if it isn't respected at all. It is so simple as just clicking an unlock button to login again? Seriously? This is plain nonsense, you are just playing around and deceiving online players with non senseless terms.
I hope that you reconsider your position on this mater.

posted on February 22, 2016.

Just a few screenshots taken from my desktop computer and mobile phone on different occasions, regarding your terms and conditions.

posted on February 26, 2016.

Dear dumpie,

you should have received an answer regarding this from our customer support.
Wish you all the best in the future.

Best regards,
ComeOn!

posted on February 27, 2016.

I have not received any answer to my last mail. You are welcome to reply or give any further input here at askgamblers. Thank you.

posted on March 2, 2016.

Dear dumpie,

We do not have more to add here other than what you already have been explained, You did not close your account for responsible gaming reasons, and that is why you were able to re+open your account before 2 years had passed.

Wish you all the best in the future.

Best regards,
ComeOn!

posted on March 2, 2016.

Dear ComeOn representative,
Please provide us the link with the terms and conditions where you specify whether a reason is considered responsible gaming or not.
Thank you.

posted on March 2, 2016.

Maybe I can help you with that.
3 Screenshots from your terms and conditions page (Europe, English and Swedish)
(please note that I'm a player from Sweden)

posted on March 2, 2016.

Screenshots attached.

posted on March 2, 2016.

2nd attempt at attaching screenshots