Complaint #6
Play24bet Casino
Self exclusion refunds
6 years ago
Hi there I hadAn account with this casino which after a while I realised that I was starting to struggle with gambling problem.
I then went onto the website and found something called self exclusion and the Ecogra which also explain on play24bet sites, i contacted customer support on online chat on 15/01/20 explained serious gambling problem (to which they tried offering free bets) then agreed email them and they will definitely self exclude me straight away as per it says once you are so excluded you cannot reopen your account (copy of email attached)
I then assumed all is okay and all I’ve been self excluded however I went back onto the website on the 27th of February and I could still login and thereforeWent on To lose several more thousand pounds. I then went back onto the online chat and spoke to Xander as per attached and Asked why on earth the account had not been permanently close as per their self exclusion option Xander did not have much answer to this, I told him that I have a gambling problem on the online chat (as attached) as I did on the 15th of January , Later on in the chat he informed me that he would email the team to make sure the self exclusion was processed as I had originally emailed it over on the 15th of January 2020. I then tried to logon a few days later on which the account with showing as blocked and I could then no longer login which was great.
I then went on to the online chat on the 24th of February and asked them is it account closed permanently or am I able to reopen it, I was told yes of course it can be reopened no problem at all and no questions were asked, unfortunately as I am an addict with a gambling problem I went on to lose about £6000 in one evening.
I then made a complaint about this and felt under the Circumstances I at least Should get the £6000 back not even including the original few thousand I lost on the basis that is never processed the self exclusion in the first place but surely once it was in place and then they we opened it I should be entitled to that 6000 back due to the breach.
I got no reply for a while however somebody called Lola reply to me once They knew I was going to ask gamblers and she said she would look into the case. I then received an email from her as attached confirming the refund will be processed this week so again I completely thought they agreed To refund as their clear error and breach was the sole reason for me losing his money. I then got an email from her again a few minutes later saying they’re not going to do it just yet they will come back to me within a week that was 2.5 weeks ago and I’ve sent them atleast 10 chaser emails and now they just ignore me and have never replied since. It’s been a month since complained and received no proper response
I wondered ask gamblers you able to help me?
I then went onto the website and found something called self exclusion and the Ecogra which also explain on play24bet sites, i contacted customer support on online chat on 15/01/20 explained serious gambling problem (to which they tried offering free bets) then agreed email them and they will definitely self exclude me straight away as per it says once you are so excluded you cannot reopen your account (copy of email attached)
I then assumed all is okay and all I’ve been self excluded however I went back onto the website on the 27th of February and I could still login and thereforeWent on To lose several more thousand pounds. I then went back onto the online chat and spoke to Xander as per attached and Asked why on earth the account had not been permanently close as per their self exclusion option Xander did not have much answer to this, I told him that I have a gambling problem on the online chat (as attached) as I did on the 15th of January , Later on in the chat he informed me that he would email the team to make sure the self exclusion was processed as I had originally emailed it over on the 15th of January 2020. I then tried to logon a few days later on which the account with showing as blocked and I could then no longer login which was great.
I then went on to the online chat on the 24th of February and asked them is it account closed permanently or am I able to reopen it, I was told yes of course it can be reopened no problem at all and no questions were asked, unfortunately as I am an addict with a gambling problem I went on to lose about £6000 in one evening.
I then made a complaint about this and felt under the Circumstances I at least Should get the £6000 back not even including the original few thousand I lost on the basis that is never processed the self exclusion in the first place but surely once it was in place and then they we opened it I should be entitled to that 6000 back due to the breach.
I got no reply for a while however somebody called Lola reply to me once They knew I was going to ask gamblers and she said she would look into the case. I then received an email from her as attached confirming the refund will be processed this week so again I completely thought they agreed To refund as their clear error and breach was the sole reason for me losing his money. I then got an email from her again a few minutes later saying they’re not going to do it just yet they will come back to me within a week that was 2.5 weeks ago and I’ve sent them atleast 10 chaser emails and now they just ignore me and have never replied since. It’s been a month since complained and received no proper response
I wondered ask gamblers you able to help me?
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