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BigBang Casino - I'm a problem gambler, but they won't let me self-exclude?

posted on May 13, 2014.

I have realised that I am a problem gambler and would like to quit for good - I wish I could gamble responsibly and enjoy it like everyone else, but I can't, it seems.

I have contacted BigBang on several occasions (at least six times by email and many times on their online chat request form) pleading for the closure of my account and the blocking of my email address and credit cards. I have never received a response and I continue to be able to use the site. As every other casino I have ever used has acted responsibly and, at my request, closed my accounted/blocked my re-opening. Beyond the obvious cynical reasoning, I don't understand why BigBang persist in being so irresponsible by ignoring my requests. Whilst I accept that it is my responsibility not to use their site, I have an addiction I'm trying to battle! I need to self-exclude permanently. This casino's lack of understanding and dreadful customer service is a barrier to me finally leaving gambling behind.

I would not be submitting a complaint were I not desperate to stop the account and the persistent marketing materials.

Please help.

posted on May 14, 2014.

Dear Jo Moore contact our support service. If you want to be excluded why do you keep making new accounts in our casino. You have several accounts. So again contact our support so we can be off service.

Support BBC

posted on May 14, 2014.

This is exactly what I mean! It should now be clear that I am trying to quit a compulsive habit. All I ask is that you close down all accounts associated with me and prevent my card details/email from being used. I have already contacted you by email SEVERAL times - if you had responded to any of these, then I would not need to use this public forum. Given that you now know my issue - why would I need to email you again??? Please just close my accounts.

posted on May 14, 2014.

Again please contact our support. We need your credentials and customer number. This so we can check it's the right person requesting this. Simply posting on a forum that's no part off our official channels won't be enough to approve your request.

Also anybody could pose as being a certain player. I hope you understand this. And again please stop making new accounts when excluded. It looks now if we on purpose want to keep you playing this is not the case. Also we advice you to seek professional help with your problems.

Support BBC

posted on May 14, 2014.

Dear BBC Support,

Thanks for your quick response. I have sent an email, as requested, to both suppor­[email protected]­ets­and­mon­ and suppor­[email protected]­igb­ang­cas­ My email is entitled ' complaints forum - self-exclusion request'; in this email, I have confirmed my DOB and postcode (there is no account number visible anywhere on either mobile or desktop site, as you request).

Once I have received confirmation from you, and checked that my accounts are unable to be accessed, I will post it here.

Thank you.

posted on May 15, 2014.

I am now satisfied that my accounts have been disabled - thank you, Mandy - and that I am not able to open a new account. Better late than never!