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.

[missyn]

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?

I am trying to add screenshots but I am having trouble figuring out how to insert them - blonde moments... anyone help please explain how?

[missyn]

I have some screenshots I am waiting for full transcripts an they banned me from chat for 72 hours so I can't download that history - banned for asking the same question 3 times and not getting an answer- thats what I was told. I will attach what I have on hand but there is more damning proof of their promises and refusals.

Attached screenshots show- I requested a 7 day account lock due to playing and losing so much (I also found their bonuses inadequate compared to stake but I have Locked my stake account for a few months as I knew I was in spiral mode) via the host on 21st May to expire 28th May. I did this via messages on the site. I asked for it to be unlocked on the 26th and without question it was. On the 26th I lost $4565.47

When I brought it up I was apologised to and told that they would assure any request for a self exclusion time out would be properly enforced in future.

Other screenshots show that they were dismissed. I have multiple promise messages also that it wouldn't never be an issue if I ask again. Now remembering- only the host can self exclude me. And she didn't email me this time just left it in chat after I requested it. Took 1 day to answer but I didn't see that for 5 as I thought I was excluded. Since joining in April I have lost close to 30k. I will add more proofs that will show clearly statements made to me by the casino which will back what I'm saying and show much more that I am in the right here. So 5 days into my 10 day "exclusion" I was able to play and lose $7600. It was only by error I opened the page as one of my 5 saved tabs to see the account wasn't locked.

Also note- I was not entered into any race. This may not be enough for people to back me but further history I have requested will show even more so. I know how it works. I let the first time go although I did ask for it to be discussed no-one reached out. I got no notification that she had responded 24 hours later and she hasn't been online since then anyway. When I said the race ended no response since BUT I wasn't in any race or knew what she was on about unfortunately- I was able to access the site at a bad time for me which is why I requested exclusion. They always ignore women anyway. Many casinos don't listen to us. Please look at response dates- the only reason I said I could wait for the race was because I realised 5 days in my account hasn't been Locked and knew I was going to play so I wrote that in case I won and they tried stopping my withdrawal. The only race I am in is the monthly one which is at the END of the month not 2 days after. Sorry if I am repeating myself a bit its made me very anxious the whole situation- there are more proofs these are a bit messy sorry

https://ibb.co/zkv8vF2 https://ibb.co/TMqXPLXg https://ibb.co/rKkyBdK0 https://ibb.co/21RMsPzs https://ibb.co/5xgt1v0b https://ibb.co/DP1qBsfk https://ibb.co/Ng29DKgJ https://ibb.co/d059H05w https://ibb.co/5gLbyCTc https://ibb.co/7NNvB736 https://ibb.co/LXCFYByS https://ibb.co/MDmLrVHL https://ibb.co/mC6Hc6NF https://ibb.co/DqFmYJZ https://ibb.co/XxFpHhhc https://ibb.co/qYXfRVRD

[missyn]

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.

I have posted. You know what is even worse- they emailed offering a small bonus 12 hours ago... ummmm I'm suppose to be on a 10 day self exclusion and you want to offer me a bonus as you didnt set it? More of a case

[AHOYBRAUSE]

I tried to quote it for easier visibility but only shows me errors. Better to upload it here: https://www.talkimg.com/
This site doesn't give bitcointalk any trouble and is the main to go place using this forum.

Anyway if the things you say are true this must be the most blatant abuse of player protection responsibility I have ever seen. "Only the host can do it" is ridiculous.

If you want to close (make it impossible for you to access the site) your account I can help you though. First of all create a throw away email to connect with the account. Change the email at towerbet to it. Then change the password at towerbet to something you can never ever remember, something like nkjbj4j5j4 or whatever. Then delete the newly created email and log out of towerbet.

Now you don't know the password, you can't reset it cause you don't have a working email connected to it, case closed.