When a casino refuses a self exclusion request

[GxSTxV]

We all know that most casino built the self exclusion feature inside the platform and can be easily found, every player has the ability and right to activate it easily with the desired period or even lifetime.

As an experienced gambler and worked or still working with some known casinos, I passed a hard time in addiction. I had to self exclude from all the casinos I played with.

Lately, one known casino without mentioning its name for personal reasons, I have played with it for a while now, then decided to self exclude my account, first, I was surprised that they only offer manual self exclusion with email message. Secondly, when I sent them an email they just replied once requesting my phone number which wasn’t even required to open an account, and myself didn’t submit one. Moreover, they didn’t reply again except an automated message saying we have received your email and will reply soon.

After that, I was surprised again that they gave me a VIP status, my mistake is depositing more money and losing it. The question is, do I have the right to claim back the deposit since I requested a self exclusion but they didn’t do it. Knowing that I have searched for this matter and it’s my right to even sue them…. I need your opinion and let’s discuss this, I am free to answer your questions as well.

[Findingnemo]

They didn't mention anywhere that they can't self-exclude you, so legally you can't sue them since it's still in the process and you have to provide whatever request they have.

And VIP status came because of the self exclusion request or you continued to play there and met the wagering requirements for rankup?

Why can't you just log out from the casino for some time?

[Oshosondy]

What you should do is to consult your lawyer about it. Your lawyer will be able to let you know what you should so.

According to the cases that I have heard before, you have the right to sue the gambling site so far you requested for self-exclusion before you make another deposits of huge amount of money.

[Hatchy]

After that, I was surprised again that they gave me a VIP status, my mistake is depositing more money and losing it. The question is, do I have the right to claim back the deposit since I requested a self exclusion but they didn’t do it. Knowing that I have searched for this matter and it’s my right to even sue them…. I need your opinion and let’s discuss this, I am free to answer your questions as well.

I know we have the right to sue these casino for failure to exclude one from gambling, but don't you think it's in no way their fault that you can't do with gambling or are addicted. Inas much as they are into the business of gambling, casinos only create promotion offer and I've not seen any of them force any gambler to deposit money and play. It's a decision we take solely by our selfs..

I've seen several cases like this on the forum and outside but at the end it usually ends with the casino winning because they literally are not the cause of the gamblers addictions. Just take your time and stay of gambling for some time. I see you are even promoting one as well, if it's necessary you can just avoid anything related to gambling for the time being so you can heal the effect of addiction a bit..

[Disconnecting]

The casino should have stopped gambling on your account or at least temporarily locked it from the moment you explicitly requested self exclusion and delays in responding to emails, asking for unnecessary information, and then giving you VIP status again are not at all in line with responsible gambling especially when they know you requested self exclusion but still encourage you to play.

Legally, it depends on the license, terms, and local jurisdiction but many regulatory bodies say that the casino is also partially responsible for the player's losses after receiving a self exclusion request and it is not entirely unreasonable to demand a refund of your deposits especially if there is evidence that they have been delayed intentionally.

[Perfectbaby]

What actually happened is that when you self exclude yourself is that you aren’t meant to further using the casino anymore because some of the casino whenever you click on the exclusions automatically they have activated it but wasn’t that quickly in taking action to reflect immediately to you profile. However, any account that is self exclude doesn’t means they won’t receive any deposit to their address and they don’t also block them from receiving payment as well, at this point you should stop using the site and must also learn to read their self-exclusion terms and policies before heading ahead to activate the self exclusion.

[Hispo]

That's is indeed weird. Most casinos are supposed to apply self-exclusion on their gamblers automatically when they request it on their account settings and fix the time period for the self-exclusion itself.
To me it is pretty obvious this casino you are on is getting out it's way to make more difficult for people to get excluded out their website, so they can continue to profit.

If you are planning to use law against them so they effectively block you out their services, then check their license qnd the term of the issuer of the license, probably the terms mention the casino is supposed to facilitate self-exclusion in an automated way. If so, inform what is going on to the issuer or authority which issued the license to that casino in the first place.

[Frankolala]

They were still under the process to put you on self exclusion before you went ahead to deposit and gamble again. The fact is that, you're the problem to yourself and not the casino because even if they activate your account on self exclusion, you will still open an account in different casino to continue gambling because it's clear that you are not ready to stop gambling if not, you wouldn't have made that deposit. Nobody will pay for your irresponsibility.

[Mhizlove]

This show is that the casino didn't handle it's matters that well at all, once someone has asked for a self exclusion they shouldn't just be quite or going ahead giving bonuses rather the account of such person should be blocked quickly without hesitation. If you try in controlling yourself they should just do as if they didn't see you like ignoring it and that one will be balanced.
For me I will advice is that if you have any issues you should just raise a complaint or ask for your money back to be returned since they didn't do what would have been done by then. That will be the simple way of going about this by laying a complaint

[Su-asa]

I believe that if not for curiosity you wouldn't have go further to make another deposit despite the fact that you requested to deactivate your account for a while but didn't get a reasonable response on time and all of a sudden they upgraded you to a VIP member.
Actually, based on my perspectives, I don't think you will get the chance to win them if by any chance you get to sue them, why because you were not forced to make deposit and gamble.

[lionheart78]

The question is, do I have the right to claim back the deposit since I requested a self exclusion but they didn’t do it. Knowing that I have searched for this matter and it’s my right to even sue them…. I need your opinion and let’s discuss this, I am free to answer your questions as well.

I believe it is your right to submit a request for a refund but I do not think that the casino has the obligation to give back what you had deposited and lost.  It would be worse if you are given self-exclusion and still you deposit and play.  As far as I remember, during the self-exclusion, any activity coming from the account can cause the casino platform to legally confiscate your funds and ban your account because you are breaching the terms written on the self-exclusion.

Given what you had posted, the self-exclusion was not granted by the platform because you failed to submit the required needed to enable a self-exclusion of your account.  So it is not that they refuse your request, but you are failing to comply with the required requirements for the activation of self-exclusion.

[swogerino]

We all know that most casino built the self exclusion feature inside the platform and can be easily found, every player has the ability and right to activate it easily with the desired period or even lifetime.

As an experienced gambler and worked or still working with some known casinos, I passed a hard time in addiction. I had to self exclude from all the casinos I played with.

Lately, one known casino without mentioning its name for personal reasons, I have played with it for a while now, then decided to self exclude my account, first, I was surprised that they only offer manual self exclusion with email message. Secondly, when I sent them an email they just replied once requesting my phone number which wasn’t even required to open an account, and myself didn’t submit one. Moreover, they didn’t reply again except an automated message saying we have received your email and will reply soon.

After that, I was surprised again that they gave me a VIP status, my mistake is depositing more money and losing it. The question is, do I have the right to claim back the deposit since I requested a self exclusion but they didn’t do it. Knowing that I have searched for this matter and it’s my right to even sue them…. I need your opinion and let’s discuss this, I am free to answer your questions as well.

When we have an option to self exclude ourselves be it manual or automatic I doubt you can win anything by legal filing complaint against them. This I think it is how it should be because the casino is not responsible for your actions so we are the only ones responsible for our own actions. I have been in the same situation as you and I am happy to say that I have self excluded myself from the big casinos I used to play with heavy money, now I only am playing in a not so well casino 10-20 dollars a month and I am happy with such behavior. I consider this completely quitting the massive gambling, as I was addicted I used to play every single day and my credit card was maxed out while also my cryptos started going there so for me it is a win, a personal win. As I said nothing you gain if you sue them because it was your own action in the first place.

[GxSTxV]

They didn't mention anywhere that they can't self-exclude you, so legally you can't sue them since it's still in the process and you have to provide whatever request they have.

And VIP status came because of the self exclusion request or you continued to play there and met the wagering requirements for rankup?

Why can't you just log out from the casino for some time?

I can see that many people couldn’t understand the meaning of getting a license by casinos. Casino license has rules, every casino operates under these rules should respect them no matter what.

So, i think there is an important point missed here, when some people say that nobody forced you to deposit, this point only applies before a self exclusion request, once asks for this feature, the casino responsibility is to block deposits and access immediately regardless of whether the request was manual or automated.

Self exclusion is not optional or a favor from casinos, it is a license requirement under responsible gambling rules. That means, any delay or ignoring it and continuing to allow deposits especially in my case upgrading my account to VIP is counted as operational failure on the casino side.

It doesn’t mean I am asking for refund, it’s more about having the right to do, knowing the rules, even if personal responsibility counts and I didn’t say the opposite. But it’s no longer accurate to place 100% of the blame on me or any player after a clear self exclusion request and the casino owners knew about this.

Also, I want to clarify that I didn’t make any significant deposits, this was mainly to test whether the exclusion was enforced, and things will go especially after the VIP status.

I am not a newbie or not aware of how casinos should operate, remember that I have worked with multiple companies, shared my experiences and opinion in some casinos and pointed how they should treat players…

[Orpichukwu]

What you should do is to consult your lawyer about it. Your lawyer will be able to let you know what you should so.

To be specific, he needs to consult a lawyer who is familiar with gambling laws and has experience because I consider these casinos to have their own terms and how they operate since they have a body that governs them. These casinos know how to protect themselves with their policy.

[Emjay24]

If it's in their terms and conditions that you can self-exclude, then you've the right to sue them for a breach of their terms and conditions.

However, I'm one of the person who has the opinion that self-exclusion is better achieved with discipline not to ever log into the casino again. You've the right to delete the casino accounts and never log into them again. It's best we don't just get so bad that we cannot control ourselves again. I know it may be harder for you since you stated that you work with casinos which keeps you in constant exposure, but discipline is key in life and I think you need to get some in your gambling life.

[Odusko]

What I noticed about some casino is that, there are approval time for self exclusions in some cases, although the one I used on Fiat casinos, their self exclusions process was instant and no delays that shows that they take the whole self exclusions thing very seriously.
While others may play politics with the whole process dragging it for long to force the player into continuing playing like in your case, this is very bad and unfriendly way of doing things for those set of casinos that act that way.

[Sticky Bomb]

It's possible to sue them but it's best you consult your lawyer so you'll not go about it the wrong way. I believe some casinos are wrongly allowing people gamble even after self-exclusion and it's not an honorable practice. It's simply exploiting the gambler after such gambler has indicated that they lack control and needs to be stopped from gambling. I don't know how these self-exclusion works but I think casinos shouldn't even allow gamblers to log into their accounts after such requests are granted.

[Hardyrobust]

The casino may have there policies as regards withdrawal or they may have made provisions for self exclusion with some condition stipulated. However if none of this existed, like it was not stipulated by the casino in there rules and regulations. I think you may have to seek legal counsel as per what to do. However I think you should give them some time if it has been long . They may be working on it but the issue of phone maybe delaying the whole thing. I would suggest you give them your phone number and see how it goes.

[Alphakilo]

Could I say that this casino platform doesn't just want to lose a seasoned gambler? Because it would seem as though they are being intentional with their current actions.
However, the reasons may be justified as a legal or technical issue that's causing the clause in delay to grant your request. I can't advice seeking a legal counsel as that would entail you spend more and expose you gambling habits, rather you could research on it you filled the KYC requirements well and provided the right document, if it is stated in the TOS and that's what is causing it or you could even discover a better way to contact them and take it up from there if these approach you tried yield fruit.

[ryzaadit]

Not every casino have these feature.

Like people can do it by themself. Some of the casino required us to contact them, but to be honest really know a few casino are refusing to closed the account. Anyway back to your case, what's happens at the time you're winning ?

Can they refused your winning, since you're requested the self exclusion. I mean, you win you will withdraw the money you lose you want to claim those just because of thats ? the responbility is always on you. There also no guarentee you will coming back again, either you register again with new account or playing on other casino.