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Coral Casino - Refusing to comply with their own responsible gaming policy, previous self-exclusion not honored

RESOLVED

Complaint Info

Disputed casino

Coral Casino

Reason

Other

Amount

£ 400

Inactive user
Posted on May 23, 2015

Coral let me open and deposit 400 in a new account. Even though I self-excluded an account years earlier which in their words "was never to be reopened" due to bankruptcy through gaming problem. I was honest enough to tell them all of this. I accept some responsibility but as a problem gambler knows, it is very hard without adequate blocks in place. They refuse to refund my deposits. I opened new account under exact same personal details as before.

AskGamblers
Posted on March 8, 2015

Dear @joanneyf,
Any update considering your complaint? Thank you.

Inactive user
Posted on March 9, 2015

Hi there,
They emailed me on Friday saying they will look into it and get back to me within 7 days.xx

AskGamblers
Posted on May 21, 2015

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.

Posted on May 21, 2015

This customer received a full refund on the 19th of March as a good will gesture. The previous account had not been self-excluded as the customer had not requested that in the original contact in 2012. All accounts were closed and marked as excluded as soon as the player had contacted us to inform us of her gambling issues.

Inactive user
Posted on May 23, 2015

Hi there many thanks!!! You managed to solve my issue.