I am new to AskGamblers and subscribed to this forum, because I believe that an online casino ripped me off.
On September 6th, 2013, I had informed Rembrandt Casino that I want my account to be closed due to a gambling problem. One month later I received their promotional emails again. I started depositing and playing again and lost 3500 Euro since then.
I asked Rembrandt Casino to refund my losses, because they have been aware of my gambling problem. But the casino claims, that they had reopened my account, because I had not replied to an email sent 30 days after September 6th, in which I was asked whether my account shall remain closed. The casino claims, that I should have confirmed my account closure 30 days after I had informed them of my gambling problem!
I believe that this kind of behaviour violates common rules of Responsible Gaming. The account of a player, who had admitted a gambling problem, should not be automatically reopened one month later, if he does not reply to any emails. A problem gambler does not want to communicate with casinos anymore. Just for comparison: An alocoholic is not asked every 30 days, whether he is really sure that he wants no alcohol anymore.
I can provide copies of my emails and of a chat, in which I was told that my email from September 6th, 2013, had been received and had been read.
I kindly ask AskGamblers to advise me how to proceed. Rembrandt Casino is licensed in Puerto Rico, but so far I have no address of the licensor, which I can contact.