There has been emails to and from with Mega Casino however the complaint Is still on going and unresolved ... please see emails below (oldest first)
I did not in fact self exclude what i had done was contact that site jn regards to closing that so would be interested for you to please prove that i self excluded? Can you please get a copy of chat log from that site to show me this? I know this will show i simply wanted to just close that account. If i do not like a site and wont play on it then I don't like keeping it open with my bank details on it. I should be able to close sites that i don't like without having it held against me on other sites.
I deposited on Mega Casino that night due to a promotional email, please explain how that is fair to send me the email, let me deposit, play and win and then say im self excluded. Also would you have returned my deposit if i had lost that night? I highly doubt it.
I look forward to hearing from you once you have gathered more information.
Thank you for taking the time to respond to my email.
Our system indicates that you have indeed Self –Excluded yourself on 30/6/2017 at 08:13:27, GMT.
As for the chat log, I’m afraid that we do not have this as we are another casino, however, I am sure that if you check your emails, you will find communications from Drueck Glueck which would have your interactions with them documented. Following a Self –Exclusion, an email is always sent to a member to confirm the period, therefor you should have this either in your inbox or spam folder.
As for the refund of your deposit, I can assure you that it would have taken place either way as we take such matters very seriously and follow to the letter these procedures, under the current rules of our License.
I hope that this has clarified the matter.
Customer Support Manager
I cannot find a self exclusion email because as previously stated i have never self excluded from that site. I suggest you prove this to me as i believe what you are telling me is incorrect.
Olga on live help the day after I requested the withdrawal confirmed to me I had no restrictions/self exclusions on your site, which being your site you will be able to see. You cannot claim this but then stop someone's withdrawal because clearly that is a restriction.
If I was self excluded (which im not) please could you explain how it is fair to continue to send promotional emails, allow deposits and allow me to play?
You have preciously stated it was only when i withdrew that you linked me to another account on another site. If this is the case and I had lost that night but not won then how would you have ever known I needed a return on my deposit? That just doesn't add up to me and feel im either being penalised for winning and wanting the money or that you are inaccurate in stating I would have got deposit money back even if didn't win.
Thank you again for your response.
I can understand your frustration in this matter but I can assure you that the Self-Exclusion took place and that we have it well documented in our system. This has been thoroughly checked and may also be confirmed to you by DrueckGlueck.com.
Furthermore in your chat conversation with my colleague on 07/19/2016, she did expressively tell you that you were not self-excluded on your MegaCasino account,but on another account under the same license.
I understand that this may come across as unfair to you Lauren, however in the light of responsible gaming, this is ultimately the best course of action.
Once a self-exclusion has taken place, due to the Remote Gaming Regulation, there is no other option available for us. Reason to which your deposit would have been refunded either way.
Ok if you have the self exclusion well documented on your system you will have no problem in showing me this? I did not self exclude from that site, I shut the site down as I did not like it. If i try to log into that account on that site it doesn't allow me and this is because I closed it not self excluded.
So like I previously said if I hadn't have won that night and you checked my account for the withdrawal then how would you have known to refund my deposit? Seems a rather backwards way of doing things rather than to stop all lines to he account.
I still do not believe this is fair. I did not self exclude from that site and so far you have not been able to do or say anything in proof of what your saying. I closed an account because I didn't like a site, I then got a promotional email from u, deposited on your site, played and won on your site then when I try and withdraw I get email a day later saying withdrawal cancelled with no explanation as to why, making me then chase up what has happe d. What part of that is responsible and fair of you? Is it really responsible gaming to allow someone to do all of the above go a day thinking they had 510 euros on way back to them and then not even explain yourself in the email?
Thank you for your email.
Please note that the only options that are available in the Player limitation facility of the cashier, are those represented in the screenshot that I have attached for your convenience.
These limitation options are the same for all casinos under the same license. As you will see, there is no options to simply shut down the site or anything else other than what is represented.
As the indications on the screen shot also show, you are indeed able to login to your account but you will not be able to either deposit, play in real money mode or receive promotional email.
You are able to login to any of your accounts under the same license and verify this information.
Lauren, I hope that this has clarified the matter for you as the decision of the casino is final and cannot be reversed under the rules of our regulator.
If you have any further questions, please don’t hesitate to let me know.
Customer Support Manager
I can appreciate that you have attached a screen shot but however it fails to meet my point. I did not self exclude I asked for that site to be shut down. As of yet you have failed to show me that the account has been self excluded. If you share same licence and can share info on me being self excluded then im sure you could share chat logs etc. These will clearly show that i did not self exclude, i did not ask to be self excluded, I asked for my account to be shur. Anything that's then been done has been done via your staff. Please show me and all on askgamblers the chat log as this will clearly show I am not in the wrong here.
I kindly suggest you get this situation looked into further before you email back again ignoring my point.
My last email back to Mega Casino was 26/07/16 at 10:20am, I await a response.