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Casino Columbus - Unauthorized charges and self exclusion not upheld

RESOLVED
babyshopph12 Philippines
Posted on November 15, 2018.

Heres the timeline of what transpired:
OCT 26 account blocked at both Drift Casino and SlotV under Sunlet Services
OCT 26 was able to join Casino columbus and made a 50usd skrill deposit, made a pending withdrawal with Id and skrill screenshot provided

Oct 26 reported to police phone was lost/stolen. As mentioned, i did not doubt that my gaming account could have been compromised by this situation.

Oct 27 unauthorized charges were reported by bank. I advised Casino Columbus to block and refund but they declined due to their terms.

I am complaining due to:
1. Repeatedly ask for self exclusion and they did not block asap allowing more deposits to account by another person i did not authorize. I also ask them to check the consistency of deposit and game play but they did not check. I am also excluded in their sister sites.
2. Unauthorized charges as mentioned by my bank the next day my phone was lost.

Posted on November 15, 2018.

Thank you for contacting us. We have checked all your depositing activity and chat history. On October 27th, 3.00am UTC we received the first message from you, and there was nothing concerning the phone you'd lost. The same day, October 27 was the date that you've made your last deposit on Columbus Casino. At the same day, some time later, your account was blocked as per your request. The only notification about the stolen phone was sent by you yesterday, on November the 14th. Thus, we didn't have any information about what has happened till yesterday, and no refund of the money that has already been deposited and lost on Columbus Casino before can be initiated.

babyshopph12 Philippines
Posted on November 16, 2018.

October 26 when i lost my phone, I could not have anticipated that bad news is coming or realized that there would be any compromise in any of my accounts in the succeeding days whether gambling or non gambling related. It would be impossible to check each and every account I own on the same day. Therefore, it would be impossible or necessary to inform your casino on this day!

I am fully aware i have made deposits to other Sunlet casinos and even in Casino Columbus under Avento Nv on and before Oct 26. However, what i am contesting are the unauthorized ones on Oct 27 and the self exclusion that should have been applied asap which could have prevented the disputes. The legality of the game in question is just secondary but may bear a merit in Philippine law.

On October 27, as soon as I received the news from my bank, the card was blocked by my bank. I mentioned to your support by email. I even told them the transactions were still floating and the casino could have also disapproved of the disputed transactions upon finding out of the incident but the transactions still pushed thru. I also informed chat and email support that there was unusual activity in my Skrill account. There was also confusion when your chat support mentioned that they will be making a refund request as soon as I send my credit card details. Pls see screenshot.

I asked for self exclusion due to the legality of play but your chat team Miroslava would not accept it, only after several attempts stating the word gambling addiction by email this time and when possibly the unauthorized transactions have gone thru already, that my account was blocked. I have found the same complaint in the review of Casino columbus here that his or her self exclusion was not immediately applied.

I would also like to explain that Oct 27 was a long weekend and an upcoming holiday in the Philippines. No lawyer was available to attest and accept my case. I would also like to point out that i was out of the country in Hongkong with my family and therefore cannot submit all required documents promptly

In addition, i am not in control as of the exact time my bank would have informed me of the unusual activity in my card. I could not have guessed this would happen. I also have to verify which Sunlet company is responsible for the disputed transactions. However, i informed chat and email support of the disputed transactions on Oct 27.

I also do not have control of the time that the police will conduct investigation but as soon as i was able to hold of the report, i sent it. It was explicitly stated in the report that the phone was indeed lost on Oct 26.

I am tackling 3 issues here:
1. Delayed self exclusion, not recognizing self exclusion with sister sites.
2. Legality of play in the Philippines
3. Unauthorized deposits

I am currently 7 months pregnant and the stress and depression this is causing me is really unacceptable. I have tried to discuss and reason with the casino but i am bombarded with the terms of non liability/non accountability repeatedly even with the docs presented. There is already an ongoing investigation from the bank and authorities but to relieve me of the stress, i would still like an amicable resolution from the casino to end this asap. However i will have no any other info to add if this cannot be resolved with a refund and will await decision of bank and ombudsman if casino decides not to resolve. May this serve as a warning to those who will have the same experience.

Posted on November 16, 2018.

Thank you for your answer. We blocked your account on October 27, the same day you asked for. We did it as soon as possible.

The last $500 deposit from you was made on October 27, later that day you lost that money and your account was blocked. We didn't receive any other payments from you. All the deposits you had made were used in games. If you have any additional payments to our casino after October 27, please provide us with proving documentation.

We are a licensed casino, so citizens of Philippines are allowed to play in Casino Columbus. List of restricted countries you can find in our Terms and Conditions.

babyshopph12 Philippines
Posted on November 16, 2018.

Yes, the account was blocked on the same day on Oct 27 but only after several attempts to request for it, saying the word 'gambling addiction' but not immediately when i first requested it.

Definitely, no other deposits will be made and no one will access the account whoever it is, after it is blocked.

The case is already under investigation by the bank and ombudsman so I cannot comment any further and casino seems uncooperative in understanding the circumstances that happened.
There might have been a breach with the deposits given the fact i lost my phone and this why im disputing the deposits involved whether they were won, played or lost at your casino and reported the matter to the police.

However i have laid out all details and will just await decision from relevant authorities.

If this case will be rejected due to my non reply, i leave it to the other players to be cautious when dealing with a new casino under a Curacao license because they will not accept any liability at all.

Posted on November 19, 2018.

Thank you for your reply.

Your account was blocked in several hours after your request. We did it as soon as possible. Unfortunately, it takes a while.

Also, you didn't mention about stealing phone when your account was active on October 26, 27. You made deposits only that days, and we didn't receive any other deposits from you. All the money you had deposited were used in the game; therefore we can not make any refunds.

It's unfortunate that the following situation has happened.

babyshopph12 Philippines
Posted on November 19, 2018.

Yes it was really unfortunate because i did not authorize those deposits! Can you please send in the amount and the game or games played on Oct 27? Ot could be anyone! I asked your support and they keep saying they dont keep a record!
Like mentioned, i did not expect anyone would access any of my accounts when my phone was stolen so i did not report it on Oct 26 and that i never knew there was a breach until my bank informed me on Oct 27 and informed your support asap. With this, a refund should be granted and any games should have been voided.

Posted on November 20, 2018.

There was only one game you have played on Casino Columbus when your account was active. It's Lucky New Year from Pragmatic Play. During October 26th and 27th, you deposited the amount of $2000. On October 27th your account was eventually blocked.

You contacted us on October 27th several times with multiple requests to receive a refund of the money you lost in our casino which was illegal as you had agreed to our rules when registered. You didn't mention your stolen phone which we can prove with the screen shots of the chats you have had with our support team. Then, after a week passed, you probably decided to use this argument as a method to get your money back. Thus, we don't consider this request eligible and proven to mark your transactions as unauthorized.

babyshopph12 Philippines
Posted on November 20, 2018.

I will repeat myself over and over and will probably end up not getting a resolution. Of course i will ask for a refund when unauthorized transactions happen and explain several times as to what have happened. As mentioned, i was in Hongkong and cannot send in the required documents right away and it was a holiday in Philippines. Everythinf needed to be investigated before sending you anything. I can prove i was away with an airline ticket. Since, this cannot be resolved i will wait for bank and ombudsman response and just move forward with their decision. I advise everyone to be cautious in dealing with this very new casino as their terms will not make them liable for anything at all.

babyshopph12 Philippines
Posted on November 20, 2018.

Dear Askgamblers,

I believe there will be no resolution to this case and as mentioned, will leave everything to future players, askgamblers and the authorities to decide whether favourable or not.

babyshopph12 Philippines
Posted on November 20, 2018.

Wow i believe all casinos have terms but asking for a refund from the online casino due to disputed transactions and explaining the circumstances involved is now illegal??

babyshopph12 Philippines
Posted on November 20, 2018.

As validated by this discussion,
1. Self exclusion was not immediately enforced. Sister sites have excluded me previously.
2. Disregard for unauthorized transactions. Not sending official reports on time does not mean there was no dispute involved. That is why it is under investigation. I have clearly mentioned to the support team by email that there were unauthorized transactions on Oct 27.
3. According to the casino, asking for a refund due to their terms is illegal.
4. Legality of curacao gambling operation in our local jurisdiction is already under investigation. As mentioned previously, this is just supplementary to the case.

babyshopph12 Philippines
Posted on November 20, 2018.

Due to the grave stress this complaint is causing me and my family as i am also 8 months pregnant, my doctor advised me to take a full rest. I am asking askgamblers to just decide and let relevant authorities handle this case. Thank you.

AskGamblers
Posted on November 20, 2018.

Dear Casino Columbus,

In your reply above on 19th of November, you stated that player's account was blocked in several hours after her request and that she didn't duly inform you about phone theft.

We kindly ask you to prove aforementioned statements, by sending evidences where we can clearly see that you have closed player's account in less than 24h after the initial SE request, and that player never mentioned lost phone on Oct 26 and 27th.

Requested evidences please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

babyshopph12 Philippines
Posted on November 20, 2018.

Dear Askgamblers,
Casinocolumbus did block my account several hours after i requested for exclusion. However, they could have done it asap within minutes when i repeatedly ask for exclusion via chat support. This could have prevented any disputed deposits which may have coincided.
It is true that i did not mention my phone was lost on Oct 26 or 27 for the reason that:
Oct 26, there was no unauthorized transactions yet reported by my bank.
Oct 27, my police report was still in process due to weekend holiday in my country. However i told them a police report is on the way and that there was unauthorized activity in my account as evidenced by the email screenshot.

AskGamblers
Posted on November 21, 2018.

During the course of the complaints process it became clear that Casino Columbus processed player's request for Self Exclusion within several hours. Moreover, the player failed to inform casino about lost phone in a timely manner, which was her responsibility to do. In addition, the player was supposed to take immediate actions in regards of protecting herself and avoid all possible damages that could be caused by losing the phone, which she, unfortunately, failed to do. AskGamblers Complaints Team believe that Casino Columbus should not be blamed for the damage that has been caused, due to the player's negligent behavior.

Based on all of the above,­ ­Ask­Gam­blers Complaints Team consider the case as resolved and it is being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

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