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ComeOn Casino - Delay in refund and account closure although highlighted gambling problem

RESOLVED
Complaint Info
Disputed casino ComeOn Casino
Reason Other
Amount £ 20000
Posted on January 10, 2015

I have set up an account with this casino. I was winning 7k on 16/12/14. I realised that I continued playing and was getting more hungrier so i emailed them highlighting that I want to withdraw my money and close the account. My request was completely ignored. I sent another email highlighting the same problem on the 18th and advised the casino that I had a gambling problem. My request was still ignored although my email acknowledged. Instead they replied back to say they wanted proof which I have sent anyway and in a chat to one of the collegues explained that it had been refused. They kept delaying the process although I had my problem until I lost my winnings and about £20,000. I am very aggitated as I feel this was done deliberately to prevent me from taking my winnings and to dig a deeper hole for people that can not control their spending. It is very unfair the way I was treated and clearly is against the law. I request that my money is returned immediately as this casino did not follow steps to protect the public. Please find my emails attached as well as the casino's acknowledgements.

Posted on December 31, 2014

Hey D********,

My name is Daniela and I'm replying on behalf of the player security team.

We have received your emails and I apologize on the delay in actioning your request. This case is with me now - Im looking into it and I will contact you by email by the end of this week.

Kind Regards,

Daniela

AskGamblers
Posted on January 4, 2015

Any news?

Posted on January 4, 2015

They have got in touch and said will give me some money back but im still waiting for it
Once they pay i will advise you

AskGamblers
Posted on January 8, 2015

Any news?

Posted on January 8, 2015

Hey!

This issue was solved to D********'s satisfaction as confirmed via email.

Thanks!

Daniela

Posted on January 9, 2015

Issue resolved. Thank you ask and thank you comeone

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