Hi,
I requested permanent self-exclusion at Casillion in Jan 2017 by email, stating twice that I had a gambling problem. This was acknowledged on email by customer support (see attached screenshots) and my account was closed.
Then in August the casino emailed me saying they had put €20 cash in my account. Thinking it must be an error I checked my log in, expecting to find the account still blocked, but it was open and all deposit restrictions lifted.
I have been receiving formal treatment for gambling and am working on my issues but am still vulnerable to times of weakness. I am ashamed to say that the 20 euro enticement triggered my gambling demon and I continued on to make several deposits and lose over 1200 euro.
I accept that my actions were my actions but I had clearly requested permanent self-exclusion due to having a gambling problem, and the spontaneous reopening plus cash enticement overwhelmed the defences I have tried to put in place for myself. The Terms say that accounts may be reopened a week after the end of the requested self-exclusion period - my requested period was "permanently" so it should never have been reopened.
Added to all this, I now see that Casillion says in its terms that it no longer accepts UK players. I presume this is a change since I registered (in late 2016) as I provided UK ID at the time and never faced any restriction. It seems that now, self-exclusion aside, I should not have been able to use the casino at all due to being in the UK.
The whole thing is a bit of a mess and I really hope you can help settle this by presenting my case to the casino to nullify my deposits. They have not responded to email on this matter.
Thanks.
Complaint Info

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

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.
Many thanks - am relieved to say that the Antillephone regulator got in touch with the casino and my deposits have been returned in full. This matter is now resolved.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.
Thank you all for your cooperation.
Casillion Casino Complaints
- 8 of 13 resolved
- 3 days avg response
- 6 days avg complaint life
- 2,142 USD avg amount
-
Unresolved
Casillion Casino - Withdrawal of €112 canceled with no further information
€112
Unresolved
Casillion Casino - Withdrawal of €112 canceled with no further information
On November 4, 2019 I made a deposit of 25 euros with my Skrill wallet to access the 50 free spin promotion without betting requirements.Promotional ...
-
Resolved
Casillion Casino - Not honoring AG Coin bonus
Resolved
Casillion Casino - Not honoring AG Coin bonus
Rudely sending me the same automated msg that the previous rep had sent me. Dishonoured AG coin and 20 fs bonus. I've not got any other accounts ...
-
Resolved
Casillion Casino - Withdrawal of €480 delayed
€480
Resolved
Casillion Casino - Withdrawal of €480 delayed
Hi,Withdrawal of 480 eur was made on 7th of July and it hasn't been received yet. Terms and conditions say that withdrawals take 48 hours, which has ...
-
Resolved
Casillion Casino - Deposit of €35 missing for 1 month
€35
Resolved
Casillion Casino - Deposit of €35 missing for 1 month
So i did deposit 35€ on 2018-12-21 / 09:06:59 via Entercash Deposit Method. The money never came in. After several weeks of waiting nothing happens. ...
Have trouble with Casillion Casino?