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Casino Luck - Self Exclusion Policy Violation

RESOLVED
Complaint Info
Disputed casino CasinoLuck
Reason Other
Amount £ 500
Posted on July 16, 2015

I have been playing on Next Casino for a while, deposited and played in excess of £500 and decided to ban myself from their casino group. A few days later I began playing on another casino, Casino Luck, I made just two deposits here before realising it was part of the group I requested to be banned from. I do not think it is fair that these deposits were allowed as a responsible casino should not have accepted the deposits. They do not amount to much in total but I would like the two deposits that were made after the ban was requested to be refunded.

I have emailed their customer support and they stated I should contact their license holder, as per their request and askgambler's advice I have done this but have not received a reply. The email was sent on the 25th of June which is more than enough time to respond, so I am not expecting a response from them via email. I am unsure what else I can do other than open a public case regarding this issue.

I will attach the email response I received below.

Posted on July 14, 2015

Hi,

As you have already been informed by our support, this matter can only be dealt with by the license holder, Everymatrix, ltd (compl­ain­ts[­at]­eve­rym­atr­ix[­dot­]com). They will get back to you in time. Please try to email them again but also note that you are contacting a large company and a reply may take some time.

/CasinoLuck

Posted on July 16, 2015

I am now in contact with the license issuer, the case can be closed.

Thank you.

AskGamblers
Posted on July 16, 2015

Based on player's last comment, we consider this case as resolved and it is now officially closed.

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