Complaint #7
Excitewin Casino
Account closure not respected by the casino
3 years ago
On the 29th of November 2021, I requested a self-exclusion via email to Excitewin. On the same day, I received an email from the customer service confirming that the casino had received the request. Within few days (1st of December 2021), I received promotional email encouraging me to continue gambling (bonus offers). I was able to keep depositing despite my initial self-exclusion request until 25th of December 2021 when I contacted the customer support once again regarding the state of my account.
Clause 3.7 (Terms and Conditions) state following: “closure of your account: you may close your account at any time by contacting the customer service”. Clause 3.11 states that “Self-exclusion request: you can contact the customer service via email …". As I had not gambled on any other or new accounts, the company (casino) should be responsible for the losses as the casino failed to close my account.
I requested a refund for the deposits as my self-exclusion request was not respected by the casino. I was advised to send a formal complaint to the customer service which I did on 25th of December 2021. Casino responded to the complaint that my account was in fact not closed because I didn’t respond to the confirmation message which I received shortly after I requested the self-exclusion. I received the following message after requesting self-exclusion “I am sorry to hear that you want to leave us! Would you be so kind as to share with us the reason behind your decision of closing your account?”
I am questioning the casino’s reasoning on why my account was not closed despite my request. I do not see any indications that I should’ve replied to the email in order to confirm my self-exclusion. I was not advised to do so in any way (not in the message, not in the Terms and Conditions, not in the Responsible Gambling page). Casino also claims that I am not eligible for refund as I had gambled my deposits. However, in this case, they were not supposed to accept any of my deposits as I had requested the self-exclusion and they had confirmed to have received the request. Also, clause 6.6.1 states that refund may be considered in exceptional circumstances which I see to be applicable in this case.
The casino replied to my complaint that the reason why they did not close my account after I had requested self-exclusion via email was “Excitewin.com is committed to delivering high-quality care and services, therefore the reason for your closure email was requested to be sure that we can serve you better. The account remained open as no response was received from you when the reason of closure was requested”. This is not acceptable explanation as I was not advised to do so at any point.
I am requesting a full refund for any losses since 29th of November 2021.
Side note: I had also requested tools for responsible gambling as the casino had a low withdrawal limit and I was afraid I would gamble away my winnings. I was informed that there were no such tools (i.e. loss limit, time limit etc) but self-exclusion was possible. The casino allows the account to be closed only if the balance has no balance (Clause 3.8) which is in it self is a predatory clause (as they offer no other tools to control gambling).
Clause 3.7 (Terms and Conditions) state following: “closure of your account: you may close your account at any time by contacting the customer service”. Clause 3.11 states that “Self-exclusion request: you can contact the customer service via email …". As I had not gambled on any other or new accounts, the company (casino) should be responsible for the losses as the casino failed to close my account.
I requested a refund for the deposits as my self-exclusion request was not respected by the casino. I was advised to send a formal complaint to the customer service which I did on 25th of December 2021. Casino responded to the complaint that my account was in fact not closed because I didn’t respond to the confirmation message which I received shortly after I requested the self-exclusion. I received the following message after requesting self-exclusion “I am sorry to hear that you want to leave us! Would you be so kind as to share with us the reason behind your decision of closing your account?”
I am questioning the casino’s reasoning on why my account was not closed despite my request. I do not see any indications that I should’ve replied to the email in order to confirm my self-exclusion. I was not advised to do so in any way (not in the message, not in the Terms and Conditions, not in the Responsible Gambling page). Casino also claims that I am not eligible for refund as I had gambled my deposits. However, in this case, they were not supposed to accept any of my deposits as I had requested the self-exclusion and they had confirmed to have received the request. Also, clause 6.6.1 states that refund may be considered in exceptional circumstances which I see to be applicable in this case.
The casino replied to my complaint that the reason why they did not close my account after I had requested self-exclusion via email was “Excitewin.com is committed to delivering high-quality care and services, therefore the reason for your closure email was requested to be sure that we can serve you better. The account remained open as no response was received from you when the reason of closure was requested”. This is not acceptable explanation as I was not advised to do so at any point.
I am requesting a full refund for any losses since 29th of November 2021.
Side note: I had also requested tools for responsible gambling as the casino had a low withdrawal limit and I was afraid I would gamble away my winnings. I was informed that there were no such tools (i.e. loss limit, time limit etc) but self-exclusion was possible. The casino allows the account to be closed only if the balance has no balance (Clause 3.8) which is in it self is a predatory clause (as they offer no other tools to control gambling).
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