Beschwerde #16
JeetCity Casino
Asked to permanently self exclude and told to think about it
vor 2 Monaten
I am writing to raise a formal complaint regarding how my request to close my account due to gambling harm was handled.
On March 30th, I clearly stated:
“I would like to permanently close my account” and followed this by confirming “I am spending too much money so need to stop gambling.”
This was an explicit request to stop gambling due to loss of control. Under responsible gambling obligations, this should have resulted in immediate account closure or self-exclusion, or at the very least clear and direct action being taken to prevent further gambling.
Instead, I received responses encouraging me to “take my time” and suggesting there was “no rush to make any decisions,” with no action taken to restrict my account. At no point was my account closed or meaningfully limited following my request.
As a result, I was able to continue gambling and incurred further losses after I had clearly expressed that I was experiencing harm and wished to stop.
On March 30th, I clearly stated:
“I would like to permanently close my account” and followed this by confirming “I am spending too much money so need to stop gambling.”
This was an explicit request to stop gambling due to loss of control. Under responsible gambling obligations, this should have resulted in immediate account closure or self-exclusion, or at the very least clear and direct action being taken to prevent further gambling.
Instead, I received responses encouraging me to “take my time” and suggesting there was “no rush to make any decisions,” with no action taken to restrict my account. At no point was my account closed or meaningfully limited following my request.
As a result, I was able to continue gambling and incurred further losses after I had clearly expressed that I was experiencing harm and wished to stop.
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