Failed to self exclude me

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Bronze Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

Dear MRCOOPS

We appreciate you bringing this matter to our attention.

We have investigated your concerns and we see that there was no email received from you requesting to self-exclude or to close your account.

As you are aware the casino is not and never been affiliated with Gamstop.

The Terms and Conditions of the casino state that:
9.1 Players have the right to terminate their account at anytime. Should you wish to do so, you must write to us via email or by filling in the ‘contact us’ form on the website. During the period of time between you requesting the termination of your account and us completing this request you remain fully responsible for the account.

17.2 Please call us or send us an email to use our self-exclusion option. Please include all your account details and the period of time that you wish the self-exclusion to apply. In the event that you do not provide us with an exclusion period we will apply the minimum term.

Please be advised that the correct email address of the casino is suppor­t@b­ron­zec­asi­no.com. The contact page of the casino website clearly states that the email address is suppor­t@b­ron­zec­asi­no.com
https:­//w­ww.b­ro­nze­cas­ino.or­g/h­elp­-ce­nte­r/?­lan­g=e­n#h­elp­Cen­ter/FAQ

We can confirm that you also have access to the direct email address of your Account Manager and yet you failed to inform him that you wish you close your account or to self-exclude.

Here is one of the emails that your account manager had sent you:

“Hey x, How are you? I’m sorry, I don’t have access to
chats. May I ask why you want the chat logs? Did something
happen? Please let me know and I’ll be happy to assist. Kind
regards,”

Also, there are numerous email correspondences back and forth with your account manager dating all the way back to the 4th of August through the 3rd of October and at no point did you mention that you wish to close your account or that you have a gabling problem.

In addition, you also have the email address of the finance team. You had ample opportunity to send an email request to the correct email address or directly to your account manager. Yet, no email request was received at all.

Chat operators are not authorized to close the accounts while on chat. This is because of the fluidity of the chat situation and the possibility that a chat operator might inadvertently not process a request properly.

As long as a client has not indicated that there is a gambling addiction involved the presumption is that the client’s free will is unimpaired. Part of the follow-up process, once a client submits the account closure request in writing, is to give the client the opportunity to state they have an addiction.

Please be advised that your account is now closed.

Kind regards


Bronze Casino