Complaint #8 Casino Sinners

Delayed self-exclusion request

By Noor B.

5 years ago

I have requested the above site casinosinners.com to close my account since 28 the of January 2021. I have gambling problems and i can not control my habit ... since 28th until today i have lost almost 975 euros and the site won't answer my requests. Usually it takes minutes or hours to close an account but i feel that this website never act according to my request just to make me lose more money.. I hereby request the website to close my account and refund me 975 euros due to their lack of responsibility

Disputed Casino Casino Sinners

Reason Other

Amount €975

Discussion

AskGamblers

• Support Team

5 years ago

Dear Casino Sinners,

After a careful review and consideration of all the information, details and/or proofs presented by parties during the complaints process, AskGamblers Complaint Team reached to the conclusion that Casino Sinners management failed to apply Self Exclusion (requested by the player on January 28th, 2021) within the standard 24 hours time frame period, and moreover allowed the player to place further deposits on January 29th till 31st.

Based on the above, we strongly recommend the Casino Sinners management to refund the player all deposits placed since January 29th (minus withdrawal/s IF the player had some in the same period of time, and which came from mentioned deposit/s), till the day of the closure.

In case of disagreement with our recommendation, we will have no other choice but to close the complaint as Unresolved and recommend the player to forward their issue in front of the relevant regulatory body directly.

Casino Sinners

• Representative

5 years ago

Hello Noor,

Please be advised that it is your responsibility to read and agree to the Terms and Conditions of the website you use and you have agreed to play in the casino willingly and at your own risk.

You have given your consent and you willingly registered and played on the website.

We have paid you the amount that has been pending according to the rules and the respective policies that administer the website and under our obligation of the regulator of Curacao.

Best regards,

Bryan

Team Sinners

NoorNoor

• Sweden

5 years ago

Thanks AG for your help. Casinosinners.com has violated many laws and unfortunately they keep repeating the same words " we have licence and we have the right to work internationally" OK i attach herewith the first reply i got from the Swedish Gaming inspection.

It was not my fault that this casino could not protect my right to self-exclusion timely it took them almost 6 days and the casino keep saying it is not their problem .. it is their problem if they acted timely or within a day or two my losses would not be that much .. i demand a refund of all my losses during their delay .

Casino Sinners

• Representative

5 years ago

Hello AG & Noor,

Please be advised that we have not published timelines for customer closure accounts' requests on the website and in the terms and conditions you have agreed to adhere to when registering.

Self-exclusion takes place when it is actually applied, the operator is not responsible for player actions in the period between the player request and the actual exclusion application.

Best regards,
Bryan