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MoonGames Casino - Sent me promotion letters when I had an active self exclusion

RESOLVED

Complaint Info

Disputed casino

MoonGames Casino

Amount

£ 1100

Thesea United Kingdom Message
Posted on July 18, 2017

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

Posted on July 20, 2017

Dear James,

I've been updated that our team is in touch with you regarding this issue.
Please let me know if you need any further assistance.

Best regards,
MoonGames Casino

AskGamblers
Posted on July 20, 2017

Dear @Thesea,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly. Thank you for your cooperation.

Thesea United Kingdom Message
Posted on July 20, 2017

Hi Moongames and thank you for your engaging with me.

A member of your group has contacted me in an effort to resolve the issue.

I will update this complaint as 100% resolved as soon as we have the matter settled.

Thanks once again for replying.

J

Posted on July 23, 2017

Dear @Thesea,

Thanks for your reply.
Looking forward to updates once the issue is settled and let us know if there's anything else we can assist you with :)

Best regards,
MoonGames Casino

Thesea United Kingdom Message
Posted on July 26, 2017

Hi. Just to update.... the matter is 100% sorted.

Thanks to 888 support and moongames for engaging with me. Though I wish Moongames had replied to my issue when I first emailed them. Customer contact needs to be sharpened up.

Thanks again for your help.

AskGamblers
Posted on July 26, 2017

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

MoonGames Casino Complaints

  • 5 of 5 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 1,217 USD avg amount

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