I would like to log a complaint relating to Reeltastic breaching terms and conditions, because of this I have lost a lot of money and this did not help my gambling problem.
On the website for Reeltastic it states " 9.1.It is your right to close your account at any time. You must do this by contacting us and letting us know either through the “contact us” page or by email. We will respond as quickly as we can. You are responsible for your account until such a time as we can complete the closure of your account" -copy of same attached
I did reach out on the live chat on a number of occasions as I was literally crying out for help as I kept putting money in and in hoping I would win back as gamblers do. However everytime I contacted live chat they advised I needed to email to get this request processed.
This should not be in the terms and conditions that you can close via live chat as I can assure you certainly can not.
I began emailing on the 22 July 2018 requested to please close my account. Now in the terms and condtions it does not state you have to give a reason just to mail and I have a right to close at any time.
I must have sent 8 mails requesting to please close account - see attached.
Within these mails I stated please close my account ASAP, others I said please close account I am losing too much money. Copies of mails sent requesting account closure attached. These were never actioned and I continued to lose money.
Also with regards to responsible gambling the casino are not adhering to these whatsoever I cried out in emails that I was losing too much money and the response's I received was bonuses which then made my gambling worse. Unfortunately I don't have the mails regarding the bonuses added however the casino would have these within the transaction history.
Eventually I gave up requesting closure of account as after all the mails sent (attached) my request was ignored despite this been on the terms and conditions.
I feel I should not have been allowed deposit further funds after this request if the casino obeyed by there terms and conditions. I The reason I am now raising this complaint is due to the struggle I have with gambling and feel if the casino obeyed by its T&C's I would not be as much debt as I am right now. Also the other reason is I am still strugging with gambling and recently I opened accounts with sister accounts (did not know their were sister sites) and I proceeded to self exclude myself from one and then one year later after originally requesting the account to be closed I go to log into Reeltastic (not to gamble to review transaction history) however I received a message "Account is blocked"
Account to be blocked was requested way before this and if the Casino stuck to their terms and conditions where it says I have a right to close account and when I called out I had been losing way too much money the situation I am in would not be as bad as it is.
I do not know the amount of deposits lodged since original request to close account was sent on the 22 July 2018 and I now cannot log in to review same. However I feel a refund is warranted here as above I sent numberous requests to close account, I called out I had been losing too much money but yet all of this was ignored.