Dear user in question,
The T&C of Casoo outline the following, below:
35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of one day. Once Your Account has been self-excluded You will receive mail from
[email protected] and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting
[email protected].
35.2 In case you are concerned about your gambling practices there are a number of guidelines you may find useful:
35.2.1 try and establish limits for the amounts you want to wager or deposit.
35.2.2 consider how long you wish any wagering session to last before commencing and be sure to keep an eye on the clock.
35.2.3 try not to let gambling interfere with your daily responsibilities.
35.3 Mind that gambling is not advised if you are recovering for any form of dependency or if you are under the influence of alcohol or any other substance including some prescription medication.
35.4 You should always be aware, that gambling is a form of recreation and should not be viewed as an alternative source of income or a way to recoup debt. Recognizing that you may be developing a gambling problem is the first step to regaining control.
35.5 Please bear in mind, that:
35.5.1 Gambling should be entertaining and not seen as a way of making money
35.5.2 you should avoid chasing losses
35.5.3 Only gamble what you can afford to lose
35.5.4 Keep track of time and the amount you spend gambling
35.6 If You require any information relating to this contact our Support
[email protected] or view our Responsible Gambling section.
35.7 The Operator is committed to supporting Responsible Gambling initiatives. We suggest to visit www.responsiblegambling.org for further help, if you feel that gambling starts to become a problem for you.
Also, we have a separate section - "Responsible Gaming", which also provides clear rules on how to put a block on your account.
The rules make it clear that blocks are set by the security department, not the support department. The customer support department can technically only set to weekly limits. Regarding everything else (deposit limit, ISP limit, game limit, block) you need to attend to
[email protected] from your registered email address.
Also, you can go to the customer support, say you want to put a block, support will immediately set a temporary limit, but they will ask you to contact the security department, because only the security department can set full limits on the account.
Once the department receives an email from you, from your registered email address on file, your account will be blocked permanently. Which you will not be able to unblock anymore, even if you ask for it.
As we can see, we have never received such e-mails from a the player in question.
Also, the player was sent a message that the block is set for a week, he was informed that the block for a full period can be set only by the security department, and he needs to send a message from his registered email address.
He's been informed of this several times, pointing out the rules but the client said he read the rules and doesn’t agree to send a letter to the security department.
This system works steadily from the very beginning of Casoo’s work, and there were never any problems because we are not the only casino that asks for a blocking letter from the client's email.
Unfortunately, we don't have 2-Step Verification during login, as soon as we connect this service, the customer support will forward block requests directly to the security department.
The player has received answers from
[email protected] and
[email protected] with clear and simple instructions on how to act.
Unfortunately, if the player doesn't agree and comply with the casino rules, there's nothing we can do.
Kind regards,
Daniel
