TowerBet ignoring and denying players self exclusion requests

[missyn]

TowerBet who are also owners of DuckDice are the most irresponsible casino I have ever came across in regard to responsible gaming. When I first joined and had a big loss (all my losses have been- I've never made a large withdraw) I then asked if they could permanently close my account. I was advised that "decision" is only able to be made by VIP host- she takes 5 days to reply. I asked twice more other times for temporary exclusions again- they cant do it only she can. One time I knew I was having a rough week and didn't want to be tempted to gamble she agreed to exclude me for 7 days. I messaged support after 4 days and they lifted it! I lost over 5k that day. I know these things are my responsibility too but they are theirs also when someone asks for help. Last week I asked it be locked for 10 days. I went online yesterday just for a look- the chat message she wrote back had her saying I wont lock it as the race finishes in 2 days!! So she had dismissed my request for help to not play when I knew I was in a not good state. Every other casino does it why can't they? Lost 10k since yesterday and turns out- I also wasn't registered for the race! I have asked for mediation an to speak with upper management multiple times this past 6 weeks as per their "ADR' but no- ignored.

I know I played and lost money. I always with casinos I've played at set limits an take breaks when I feel as though I know I am in a bad headspace so I don't lose money I can't afford- they need to be held accountable also. I am posting here an emailing their license provider if anyone can recommend the best site to raise a proper dispute please let me know they have already broken terms of their license by not responding to ADR requests. I previously had a case maybe 8 years ago against Fairspin for same thing and casinoguru ruled in my favour but they refuse to pay it. I had one a couple of years ago over a closed account issue that the casino dealt with under an NDA immediately but I am unsure where to raise disputes nowadays that get actually looked at and taken seriously - other then reaching out to their license holder who seems to have a good rep.

Any advice outside that would be appreciated please

[JeromeTash]

Should have included some bit of proof, such as those messages when you were requesting self-exclusion, when they granted it to you and when you played before the self-exclusion expired.
Just out of curiosity, which platform have you been using for ADR?

[holydarkness]

Do what JeromeTash said, substantiate this accusation to a valid ground, and I'll nudge Tower myself to take a look into the matter, they're in my contact.

[Itz-prisigold]

Should have included some bit of proof, such as those messages when you were requesting self-exclusion, when they granted it to you and when you played before the self-exclusion expired.
Just out of curiosity, which platform have you been using for ADR?

Well, that is a good point to consider. The screenshots and chat logs would certainly help people to understand the timeline better, particularly the requests for self exclusion, as well as the responses from the support, and the account being reopened before the end of the self exclusion period.

Nevertheless, if the events truly happened just the way the OP has described, the real question would be whether the casino carried out its responsible gaming duties when the player clearly told them that they wanted to take a break from gambling. I just feel that if there's a need to take it further, then good documentation will be needed.