When a casino refuses a self exclusion request

[xbetz.io]

Self-exclusion policies differ between platforms and jurisdictions, so outcomes usually depend on what is explicitly stated in the casino’s terms and whether the request was formally confirmed. In most cases, disputes come down to documentation, timestamps, and whether the exclusion was fully processed before further play occurred. Without a confirmed exclusion in place, moderators will usually defer to the written terms rather than intent.

[Agbamoni]

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

I feel the casino knows the worth of the gambler. If you are a gambler who spends huge amounts of money on their platform, it will be hard for them to grant you self-exclusion, considering what they can gain from you. That being said, what the casino does is bad, a lawsuit should be filed against them. All gablers request should be treated equally, as rightly stated in their policy.

[coin-investor]

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.

That is a bad practice by some casinos. They know that you are a habitual gambler, and based on your stats, you are a capable spender in the casino, so they delay your request for exclusion when they should have responded immediately.
You have a right to sue them if you have all the proof that you have been harmed because of their inaction,
And since they gifted you with VIP status when you requested exclusion its obvious they don't have an intention to grant your request, so go for it and let them know that it's not right to not take action when its urgent to do so.

[serjent05]

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.

Yeah it looks like it, I also apply a self-exclusion in a casino to try the feature, and I do not need to give my phone number as a requirement.  It should be granted automatically after the confirmation from the account user.  I wonder why does this casino needs a phone number when communication can be done through registered email.

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.

What would be the case then?  For not activating the self-exclusion?  I read that the platform required a phone number to activate self-exclusion and was forwarded to the player and the player did not comply.  So, the activation of the self-exclusion is not delayed by the platform, nor was it rejected by the platform, the self-exclusion request was in process since the casino platform is still waiting for the needed requirement to be submitted.

[Sammye3]

It seems to me that you are a bit confused on whether or not to stop gambling or keep gambling, because i really dont understand why you would request for a self exclusion and still go ahead to make further deposits to gamble? It was never stated in the ToS that there is no option for self exclusion so you would not stand a chance in court. Discipline is one virtue I sense that you lack and should work on because self exclusion might not actually be the help you need.

[suzanne5223]

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.

No matter our opinion on this situation, seeking a legal practitioner is still the best way you can get the needed answer to the question you asked, because we don't know the casino you're talking about, and if they break the jurisdiction rules that are involved, their gambling master license holder rules.
Therefore, you getting your fund back is not guaranteed, but based on what you explained after requesting account self exclusion, which they never gave you the needed solution, but chose to give you VIP status, which shows they chose to use your flaws against you instead of working on a solution for you.

[Chibit01]

The casinos are not ready to let go of the money which you are still feeding them with, and if you have sent them mail to self exclude you from their casino and they have not confirmed excluding you then I don’t see them violating any of your right since there have not been an approved contract from both party they can claim to have not actually verified if your truly want to excluded yourself or not, since it’s just mail and the number they once’s asked for after then there was no further direct communication with them unless from automatic reply.

[Cantsay]

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 I say most gambling sites don’t really give a damn about users and only care about profits some people would say otherwise or look for a way to defend it. There are some sites that actually do care and do things as expected while some just don’t, like the one you experienced.

I don’t know if you’re in the right legally because you said you refused to give them your phone number or something they requested but then, that could be used against you or something like that”this user was impatience and didn’t wait for us to confirm that the request was genuinely from the user or not” that could be used as a strong argument against you. What they did was shitty no jokes, they could have atleast disabled deposit as soon as someone trigger the self-exclusion button before proper investigation can be done to see if it’s legitimately from the user or not.

[MRY]

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 I say most gambling sites don’t really give a damn about users and only care about profits some people would say otherwise or look for a way to defend it. There are some sites that actually do care and do things as expected while some just don’t, like the one you experienced.

I don’t know if you’re in the right legally because you said you refused to give them your phone number or something they requested but then, that could be used against you or something like that”this user was impatience and didn’t wait for us to confirm that the request was genuinely from the user or not” that could be used as a strong argument against you. What they did was shitty no jokes, they could have atleast disabled deposit as soon as someone trigger the self-exclusion button before proper investigation can be done to see if it’s legitimately from the user or not.

The lack of equilibrium between business interests and social responsibility gives the administrators an opportunity to manipulate any holes in the procedures. We must understand that identity cheques are not always not just a means to get away with their responsibilities to secure the money and privacy of the user. I believe that when deposits in the midst of a blocking process are left alive, this is explicit sign of the fact that we are dealing with a system, which lacks moral uprightness, and focuses solely on financial opportunities without trying to think of how well off its players are.

[freedomgo]

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 bolded the word sue because, realistically, not many gamblers can actually do that. Casinos operate under different regulators depending on where they’re licensed. You can try to sue if you believe you have a case, but there’s never any guarantee you’ll win.

At the end of the day, it’s still on us to decide whether we gamble or not, even without those self-exclusion tools.

Self-exclusion is usually required on paper, but the way it’s implemented is a different story. I tried using it once with a local bookie and the process was unnecessarily complicated. It wasn’t just a click and done, they asked for a lot of personal info and documents.

It almost feels like the feature exists because it’s required, not because they actually want people to use it. From a business perspective, it makes sense. The ones who self-exclude are usually the heavy losers, and that’s lost income for them.

[Lida93]

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.

He should have just log out just as the first user mentioned which was the right thing to do. Consulting a lawyer would be a waste of funds for lawyer fees in a case he would not win against the casino because the casino obviously didn't refuse him a self exclusion, he was told that his message has being received and would be responded to soon. At that reply he was supposed to wait to get a reply about the self exclusion he demanded for or log out instead of making a deposit afterwards to gamble.

So in this case, the casino has a strong case not to lose if sued, because they didn't told him they can't offer him his request but was only told that he would get a reply as his message has being received but he couldn't be patient to wait.

[taufik123]

First you need to read the ToS (Terms of Service) which says whether the casino made a mistake or violated any points they made about the self-exclusion request?
Because if there are some points that make the casino can cancel the request for self-exclusion then you will not win if you sue the casino.

You need to read more details and gather valid evidence if it is indeed violated, then the VIP status they give is aimed at making sure you don't stop playing
and as if you are given a special VIP line and make a deposit again, because there are more benefits that the casino gets.

You need to set up and look at everything, if it is an official casino and gets an audit from its jurisdiction and has a complete certification,
then you need to sue with very clear and written evidence.

[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.

Yeah it looks like it, I also apply a self-exclusion in a casino to try the feature, and I do not need to give my phone number as a requirement.  It should be granted automatically after the confirmation from the account user.  I wonder why does this casino needs a phone number when communication can be done through registered email.

I have also tried the self-exclusion feature on stake before when I was new to gambling on their platform, and honestly I believe it was quite straight forwards back then. It gave me the impression the actually take responsible gambling seriously and do not wish to bankrupt their gamblers and prompting them to become addicted to their games.

Also, besides of self-exclusion there are other features which can be incorporated on casinos like "maximum deposit", it is something which was added on stake lately.

So on my opinion, it is obvious that casino which is mentioned by OP, does not want to actually give the chance to their gamblers to get self-excluded from gambling...

[Jody.Drummer]

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.

I don't think you have the right to claim back the deposit you made, because I think that if you intended to exclude yourself, you should have been able to control yourself by refraining from making further deposits even though you found that your account was being given special treatment. In my opinion, it is your own fault, and blaming the casino will not change the situation and get your money back. What they are doing is a way to retain customers by offering something that seems special, and if we are interested, we must accept the risks. Besides, from the beginning, you had the intention to ignore it.

[Sandra_hakeem]

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?

They will never tell you the truth. How should I just believe that a casino ranked an account just after a self exclusion request?

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

There are easier ways to solve a problem, but it seems like some folks would rather try to find reasons to not leave a casino by raising complaints like this. Just block any mails from them, log out and delete the application. What is it with the whole self exclusion thing?

Op, if you have enough money to waste, you can go ahead and get a lawyer for this case.. infact, this is exactly why we have Attorneys everywhere.

[impulse709]

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 I say most gambling sites don’t really give a damn about users and only care about profits some people would say otherwise or look for a way to defend it. There are some sites that actually do care and do things as expected while some just don’t, like the one you experienced.

I don’t know if you’re in the right legally because you said you refused to give them your phone number or something they requested but then, that could be used against you or something like that”this user was impatience and didn’t wait for us to confirm that the request was genuinely from the user or not” that could be used as a strong argument against you. What they did was shitty no jokes, they could have atleast disabled deposit as soon as someone trigger the self-exclusion button before proper investigation can be done to see if it’s legitimately from the user or not.

The lack of equilibrium between business interests and social responsibility gives the administrators an opportunity to manipulate any holes in the procedures. We must understand that identity cheques are not always not just a means to get away with their responsibilities to secure the money and privacy of the user. I believe that when deposits in the midst of a blocking process are left alive, this is explicit sign of the fact that we are dealing with a system, which lacks moral uprightness, and focuses solely on financial opportunities without trying to think of how well off its players are.

This scenario actually brings out the significance of self exclusion and the need to take the matter of self exclusion seriously by casinos. The fact that they have been allowing deposits when one has asked to be self-excluded indicates that their procedures and priorities are flawed and the profit-making is prioritized above the player. Juristically, your argument might rely on the terms of the platform and the laws in your community, particularly when they sought validation of the same which was not given. Morally, however, they are behaving in a morally irresponsible manner. This also highlights the need to select casinos whose responsible gambling policies are good and recording every encounter in seeking self-exclusion. Such abuses obviously require regulatory control to eliminate them.

[Cointxz]

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.

If only your case will be put on the court with the judge that will interpret your situation since they will consider that this is a clear undermining of user weakness on gambling temptation.

But this will take a long time or possibly just be ignored if you will have a 1 on 1 debate against casino customer support since you accept their offer instead of pushing your self exclusion.

Casino should have an upfront self exclusion feature.

[maydna]

The money you deposit should be withdraw and casino should not hold it even if you are in a self exclusion. Perhaps you can discuss this with supports and tells the right situation on you so they can understand and will helps you to withdraw the money.

I don't know why casino refuses a self exclusion request from members. That is the right of the members so they can asks that to limits themselves from gambling excessively.

But the suggestion will be contact the supports for helps so you can withdraw the money. If they can't do that, you can't do anything but only spends your money by playing gambling.

[stompix]

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.

Lol, how come?
He asked them to self-exclude themselves if they are licensed casino they should have done that after the first email letting him deposit, even once is already against regualtions their internal procedures or whatever they have written in their ToS is toilet paper material any lawyer or any judge would tear through that like butter.

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.

Casinos are responsible for following laws, self-exlcuding mechanism are mandatory for acquiring a license nobody cares what their procedure are or why are they not doing or how long it takes, the moment a user asked for this and you reward him with a membership it's the moment he could file a complaint with the Gambling Commission and there goes you license if it's not one from Penguin Island.

Gamblers need to read their rights once in a while, too much bowing down to illegal Terms and Conditions and ToS!

[bakasabo]

The story is about you wanted to self-exclude yourself to stop playing, but instead casino made themselves look more attractive and that (or maybe not) has triggered you to make a deposit that you have lost? I dont think they will let you get your lost deposit back or any casino would do that. But the way they have acted might be a call to start actions against them. They have provoked you, you have showed them your weakness, and they immediately used that against you. I dont think any post here will help you or you can solve this case in your favor on your own, but like people posted here, contacting a good lawyer might give you a chance to win case against casino.