They don't pay and now ignoring me

I have had a gambling problem and have requested self exclusion from all my casino accounts due to problem gaming. I have slipped off the wagon more than once but have been trying to control my issue. Last week I received two promotional letters, both exactly the same, received on the same day, from Moongames.com encouraging me to deposit with their casino. To cut a long story short I opened an account and lost £1100 in one night. I went to self exclude on the moon games website and saw they were part of the 888 group. I have an active self exclusion with 888/cassava who they are linked to. I am very upset that I was sent personalised promotional letters from a casino group I was self excluded from. I am also upset that I was allowed to open an account and the self exclusion did not exclude me, my name, address and dob were all the same as the excluded accounts. The promotional letters had my personal name and address details on, the exact same details which were used to exclude myself from the 888 group. I have attached a screen shot of the email I have from cassava/888 confirming my permanent self exclusion from their group due to problem gambling. Interestingly, in the email they say that ...... We have permanently closed your account and will do everything in our power to prevent you from playing with us in the future. We kindly ask that you refrain from opening further accounts with any gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited). ' Yet one of their casinos, Moongames, who are part of 888 UK Limited send me personalised promotional letters encouraging me to deposit. The letters mentioned nothing of the 888 group. I would like Moongames to investigate how a self excluded player could be sent promotional letters. I would like to be removed from all mailing lists and the deposits returned. I am including copies of the email confirming my exclusion from 888 and a photo of the promotional letter (I ripped it up but then sellotaped it together as evidence. Sorry it's in a state but my name, address what it is is clearly visible) ' Moongames still have not replied to my email sent 4days ago. Any help is much appreciated. J

Hi After depositing 500 GBP at the Moongames on November 10th, I played Slots and won 1525 GBP which I have decided to withdraw. Then,the casino paid me my deposit funds only and refuse to pay the rest simply saying " we have a reasonable suspicion that you have been taking an unfair advantage of our welcome bonuses" and that's it! I have played Slots,as i mentioned before and have not broke ANY of the casino's T&C at all. I think it's only makes sense that if they accept my deposit money,they will also respect my right to get my winning money paid.

After depositing with moongames I received my bonuses promptly. I deposited 3 times, each time receiving a bonus. The first a deposit of £50 with bonus £50, the second a deposit of £50 with bonus £25 and a third time of £200 with bonus £100. Each time I deposited after I had lost the previous deposit and bonus. After a significant amount of play I wished to see my remaining wagering requirements, so I emailed support as I couldn't find any details the mobile site. They responded promptly telling me I had to wager a further £1516 to withdraw the funds. I played a slot to cover this and yet the funds were not credited as cash. So I emailed again to be told that was a mistake I still had to wager £5600. So I continued to play. At this point I was told only bonus funds would count which was fine because their software said my entire balance was bonus funds. Later that night my balance changed to show £250 cash and £147 bonus (no idea where that bonus figure came from) so I had a look at the withdrawals page to be told if I withdraw I would forfeit the bonus or I could wager a further £20,000 to release it. So I emailed again. This time I was told that the bonus amount had to be wagered 120 times despite the T&Cs saying 25x deposit and bonus. That I had to essentially lose my cash balance before any wagering would count toward the bonus and finally that any win with bonus funds would add to the current wagering requirement x20. To me that is insane as there absolutely no chance of clearing the wagering requirements at all. I have attached all corresponding emails. I believe I have wagered more than enough to clear the bonuses and would like the bonus balance credited to my balance as cash.

Hi let me start by saying I'm a compulsive gambler. Today I opened an account with moon games and deposited £20 by paypal. When the payment went through I realised I had self excluded from 888 which is the same company. I rang them and explained that I think I had an account with them and the lady said that I had another account with moon and that she would close the new account and I should log into my old account and if I've forgotten the password I should ask for a new one. Since I've rang them I've found out they belong to 888 so I don't understand why they allowed me to open another account. 888 know I have a gambling problem. I would like my deposit back.