Here´s the deal:
A player created an account with one of the brands I worked with. During the first six weeks, he managed to deposit and lose €77.000. After four months, after he´d deposited and lost €280.000, he came on chat and informed us - the casino - that he had lost control of his gambling. Management decided not to exclude as "GA" based on the fact he did not mention specifically "Gambling addiction" or "Gambling problem", instead the player was informed he should take a break of two weeks.
After two weeks, when the break was expired, he continued to deposit and play for a further €190.000, until he finally informed us - after thirteen months - that gambling had ruined his life, his family and his business and he had a stack of bills to pay. That is when the management decided that the account should be closed based on "GA".
So; the player in question filed a complaint to the casino and outlined that all deposits made after he initially informed the casino about gambling problems, as in "lost control of his gambling", should be returned to him (€190.000). The casino declined with the reasoning that the player had received outstanding service and a lot of bonuses(?!) and that the player had been happy with the way he´d been treated as a VIP.
The case in now with MGA as a formal complaint.
"Case or no case"? Is the player entitled to refund of €190.000? What do you think?
