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Casillion Casino - Spontaneously reopened self-excluded account

RESOLVED
Posted on August 18, 2017

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.

AskGamblers
Posted on August 22, 2017

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.

AskGamblers
Posted on September 1, 2017

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.

Posted on September 1, 2017

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.

AskGamblers
Posted on September 1, 2017

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.

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