Beschwerde #46
WestCasino
Responsible Gaming Violation
vor 6 Jahren
Dear Askgamblers,
On April 21st I've self excluded at Westcasino. Their terms and conditions specifically say that an email is needed for selfexclusion and such request will take effect within 24 hours from the moment of receipt of the request by our Support team. So I send an email where I asked them to selfexclude me permanently due to gambling addiction. I received that same day a ticket with the receipt of my request.
On May 19th I was still able to reopen my account and deposit and play in WestCasino eventhough they were aware of my gambling addiction.
I decided to chance deactivating my account to which I was able to very easily . I am a gambler it doesn’t take much to entice but I was trying to safeguard myself by sending them an email to selfexclude me permanently. This however, was not carried out by the casino.
I decided to contact them and asked them why they let me open my account if they were aware off my gambling addiction. They refused to refund my 1250€depost.
Please see their terms below;
29.3 Self-exclusion - If you feel that you may have lost control of your gambling, we provide a self-exclusion facility which can be activated by contacting support@westcasino.com. Self-exclusion means that your account will remain closed during the entire exclusion period, which can be set for a minimum of 6 months. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting the above email address. Any funds remaining in your account/s, shall be immediately returned to You, with an applied deduction equivalent to the transaction processing fees.
Should You self-exclude and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing, all of your bets shall be voided by us and all of your deposits will be returned to You, with an applied deduction equivalent of the transaction processing fees. This will occur immediately upon detection and You agree to waive any and all claims relating to the respective amounts.
''Self-exclusion
If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period.""
The casino is now refusing to pay back the €1250 deposits that were made after selfexclusion and aren't taking my gambling addiction serious.
I tried to protect myself by sending them an email to selfexclude permanently so that im unable to reopen my account as this is how it works for all others casinos . But it was very easy for me to reopen and deposit again.
Not just for me but also for other gamblers this can be very harmfull, reopening an account this easy while you have mentioned your gambling addiction. I feel that they are taking responsible gaming not serious.
Can you please help me get my 1250 deposits back?
PS: I've send you an copy of the email where I asked Westcasino to selfexclude me due to gamblingaddiction
On April 21st I've self excluded at Westcasino. Their terms and conditions specifically say that an email is needed for selfexclusion and such request will take effect within 24 hours from the moment of receipt of the request by our Support team. So I send an email where I asked them to selfexclude me permanently due to gambling addiction. I received that same day a ticket with the receipt of my request.
On May 19th I was still able to reopen my account and deposit and play in WestCasino eventhough they were aware of my gambling addiction.
I decided to chance deactivating my account to which I was able to very easily . I am a gambler it doesn’t take much to entice but I was trying to safeguard myself by sending them an email to selfexclude me permanently. This however, was not carried out by the casino.
I decided to contact them and asked them why they let me open my account if they were aware off my gambling addiction. They refused to refund my 1250€depost.
Please see their terms below;
29.3 Self-exclusion - If you feel that you may have lost control of your gambling, we provide a self-exclusion facility which can be activated by contacting support@westcasino.com. Self-exclusion means that your account will remain closed during the entire exclusion period, which can be set for a minimum of 6 months. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting the above email address. Any funds remaining in your account/s, shall be immediately returned to You, with an applied deduction equivalent to the transaction processing fees.
Should You self-exclude and afterwards, during the applicable self-exclusion period, succeed in opening an account, depositing and playing, all of your bets shall be voided by us and all of your deposits will be returned to You, with an applied deduction equivalent of the transaction processing fees. This will occur immediately upon detection and You agree to waive any and all claims relating to the respective amounts.
''Self-exclusion
If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period.""
The casino is now refusing to pay back the €1250 deposits that were made after selfexclusion and aren't taking my gambling addiction serious.
I tried to protect myself by sending them an email to selfexclude permanently so that im unable to reopen my account as this is how it works for all others casinos . But it was very easy for me to reopen and deposit again.
Not just for me but also for other gamblers this can be very harmfull, reopening an account this easy while you have mentioned your gambling addiction. I feel that they are taking responsible gaming not serious.
Can you please help me get my 1250 deposits back?
PS: I've send you an copy of the email where I asked Westcasino to selfexclude me due to gamblingaddiction
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