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Play24bet Casino - Failed to act accordingly on my account closure request

UNRESOLVED

Complaint Info

Disputed casino

Play24bet Casino

Amount

€ 449

Posted on April 12, 2020

I joined this casino at the beginning of March. On the 8th March I decided to cancel my account as I believed I was betting too much. In live chat they advised to send a request via email, which is what I did. I sent an email to suppor­­­t­@­p­­l­­ay­­­24­b­­­et.com (copy of email attached) asking for my account to be closed. Based on the Responsible Gambling policy my account should have been closed from that point and yet I didn’t receive a response and my account was left open.

As my account was not blocked, I then deposited a further €589.

Point 14 of the casinos Ts&Cs states to cancel the account state “close my account” in an email, which is what I did (copy of T’s &Cs attached), however, as mentioned my account was not closed.

The casino has now blocked me from accessing my account (as of 3rd April) for asking too many times where my withdrawal was (it arrived two weeks late). I can’t access my deposits on my account and so I have attached Copies of my bank statements showing the deposits to the casino made from 9th March - 23rd March attached.

Because of the above breaches in Ts&Cs I asked the casino if they would refund me the deposits I made after I asked for my account to be closed, minus my withdrawal amount, which would be €449 (€589-€140). To date I have not received a response. Copy of Emails attached from 7th and 8th April.

Please can you help

AskGamblers
Posted on April 12, 2020

Dear @Purdster79,

Kindly notice that your GDPR breach claims have been removed from your original complaint due to the fact that AGCCS is not competent to handle such issues. Those you must refer to the relevant regulatory body directly.

Posted on April 15, 2020

Hi AG

I take it you’ve had no response from the casino yet?
I see they do have 22 hours left to respond

Regards
Daniel

AskGamblers
Posted on April 19, 2020

Dear Play24bet Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on April 21, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers
Posted on April 22, 2020

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers
Posted on May 6, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.