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Casino Floor violating its own self exclusion policy

UNRESOLVED
Complaint Info
Disputed casino Casino Floor
Reason Other
Amount £ 230
Stephh188 United Kingdom Message
Posted on March 19, 2015

Due to my compulsive gambling I requested recently to be self excluded from casinocruise.com owned by oddsmatrix , 2 weeks ago I opened an account with casinofloor.com (same company) & deposited £230. I realised what I had done was completly wrong & contacted the casino asking them why I was allowed to open another account. Their response was that as I'm only self excluded for one year they're unable to refund my deposits but have blocked my account, i wasn't given an option as to how long I want to be excluded for, even if I am excluded for 1 year I shouldn't beable to open additional accounts with this company.I feel that the company has a duty to protect customers from playing who are self excluded & I feel in this case they have violated their self exclusion agreement.

AskGamblers
Posted on March 19, 2015

Dear @Stephh188,
Any update considering this complaint? Thank you.

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