SCAM TowerBet ignoring and denying self exclusions - refusing communication

[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?


I have amended this as images didn't work. How hard is it to actually talk to someone with authority at this dodgy company

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.

[missyn]

UPDATED- Thankyou for the link some may have duplicated- they are now denying me access to message and chat history that shows a lot more an promises etc an that I had requested for a dispute to be raised the first time- they gave me partial data eventually- only my responses not their incriminating ones

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. They are flat out dismissing me. I reached out to their license providers compliance department who told me I was entitled to full access.
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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.

Thankyou. Oh it's Locked now. They know I am not leaving this alone. Nor should I. And nor would anyone if they saw the communication disagree with me. I've been own this road with bigger casinos over my 20 years of online gambling. Ones that broke their license laws in accordance to my account an always around self exclusion. I would rather not have to. in 2024 I posted on here asking for advice on dealing with one. Everyone said yeah good luck they are one of the biggest and most legit. Except they reopened a closed account. I never posted the result I actually deleted my account here so the thread was gone as I had to sign an NDA. Because I know when I am in the right. And if people cant run their businesses as stated in their terms and conditions and don't provide services as promised they should be held to account. I own a company and if anything isn't as expected I accept responsibility. I posted them- some maybe twice

[holydarkness]

OP, I replied to your PM. I will view and investigate the images later, and hail my contact on Tower after I see what you offered as your basis. I have to leave soon to handle IRL matters.

[rohang]

Some absolute things that shouldnt happen in any casino-

• Support lifting self exclusion before it expires, absolute nono
• taking multiple days to respond to an exclusion request which should be a very simple automated process

Would be interesting to see how they respond to this

[missyn]

Some absolute things that shouldnt happen in any casino-

• Support lifting self exclusion before it expires, absolute nono
• taking multiple days to respond to an exclusion request which should be a very simple automated process

Would be interesting to see how they respond to this

Exactly and even god I can think back over 15 years ago remember whenever you had a dispute you’d go to casinomeister or if you wanted to know who was trusted and I can’t remember the casinos name but they lifted a temp one when I asked and ended up paying back the money. Because you know if someone is self excluding for a period it is because they know they aren’t in control at the time and are safeguarding themselves best they can from losing money or gambling period. I’m not a daily gambler. Sometimes I play twice a week for a month then not once for 12 months sometimes everyday for 3 months. But I am sick to death of casinos that make it hard- it’s predatory. I am mostly a stake player nowadays. But I’ve played pretty much all of them and been VIP. And when I’ve closed accounts at those casinos I have always permanently self excluded closed them. I don’t want to be able to access a ton. I know with stake they will keep my account locked when I want it locked same as my limits and right now it is locked for a while. I’ve had 2 casinos that I closed accounts at start sending me promos (actually one they closed my account as I had 2 which I didn’t realise) and I’m like I thought this was locked - played - then went hang on I shouldn’t be able to play. They both took responsibility (they are 2 of the biggest online casinos too) and I’ve had Fairspin casino years ago who I begged every day to lock my account email in response everytime - are you certain? And not listen to my request. Casinoguru ruled in my favour on that dispute but they refused to pay. I contacted their licence holder. I went at them for years. Found their owners office reception phone number for his other business. Nup. There is a level of duty of care expected. Last year I had to beg a casino for 6 months to close my account. Everyday. They said no. Yeah I don’t always have self control so I limit access as much as possible to multiple sites. The only way I finally managed to get this casino group last year to close my account was by contacting their payment processor they used for card transactions. Showed them that email and they shut it. 150k lost in that period mind you. They had a slot nowhere else had. I remember god 8 years ago emailing and calling every single casino in this white label group asking for a blanket ban they had so many casinos. They refused. I’ve had banks I’ve taken to governing bodies and over 40k in payouts due to them not enforcing gambling blocks I had requested on my accounts. I’m not some hustler or scammer but I’m
Not letting people get away with breaking the law and taking the piss it’s simple. Reminds me I should chase down Fairspin again. I’ll never let it go. Point is- yes I am responsible for my choices and I can often predict them/see the bad ones coming and that’s when I baton down the hatches and lock accounts. Yes I have a terrible gambling problem it’s kinda seasonal but sometimes it’s years without playing. And that is my problem. But any casino online or any business sticking to their own terms and taking accountability is imperative. If you can’t stick to what you promote as a service offering then don’t offer it. And no why on earth would I expect after stating please lock my account for 10 days expect to wait on chat for 36 hours for a response to confirm that’s been done? They saw the message. Most people don’t follow things up and let them go. I’m a woman with ADHD I will find out where the casino owners mother lives and call her house. We are super sleuths. A guy I know from stake had a casino refuse to pay out 20k to him. It was a new one. I found the owners wife’s Instagram for him to message them. And their names weren’t publicly listed - but I went through all the casino posters reddit comments and found a string from years ago. Sorry for the essay you didn’t ask for. But no follow your own rules and stop taking the piss. Or crazy women like me will annoy the shit out of you until you sort it out. I beat 2 defamation suits without a lawyer last year and for my own business I am currently suing 2 companies for breach of contract. If I can run my business to the letter of the law why can’t everyone else? The end 😬💁🏼‍♀️

[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 have now. But not as much as I’d like as they are denying me access to any history of messages and chats. I got my messages with the host but her responses aren’t there although you can see me going on about the same thing over a month ago just they wouldn’t let me have her text- because they know how damning it is. Usually anytime I’ve had an issue I’ve firstly asked the casino for their ADR process - when I asked tower they asked what is an ADR… yeah… I’ve used casino guru previously and it ruled in my favour but the casino still said no and that case isn’t online anymore and it should be which makes me think that maybe they favour paid sponsors a little 👀
Askgamblers tbh seems the same these days. Casinomeister used to be IT. I’ve emailed the casinos license issuer compliance department instead for now.

The only response I’ve really had is - you didn’t answer her when she said are you sure 36 hours later. Oh. Because I would’ve been notified how? Or expected that just saying do this now please would mean it wouldn’t be done? I’m going to sit on chat with the window open for 2 days? Which is the minimum amount of time their host takes to respond. I asked for it to be done she said after the issue with the first time that would never be a problem again. She hasn’t been online now for 6 days. It’s not an excuse.

I did look them up on casino guru and found an almost identical case recently filed that wasn’t resolved. I think they pay for advertising there. Since crypto has been a thing where is trustworthy to raise disputes really? Best just post absolutely everywhere and hope that eventually they’ll want it to stop and do the right thing. I haven’t quite done that yet but yeah they aren’t responsive. I know they won’t accept responsibility I knew it 100% when they wouldn’t let me access my message history with the host or give me my chat logs. It’s not slander when it’s true! But I am thinking my best bet is just to deal with their license provider who I’ve already been in touch with.

[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?

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.

That is what they are withholding from me- support responses. They gave me all this data but it only my side of the convo they omitted the responses

[holydarkness]

[...]

OP, your image has a lot of repetitive screenshots, so I'll narrow it down to these three in hope to understand the narrative better. Can you explain to me what actually happening here?

Overseers, please pay attention to the date and timestamp.

[missyn]

[...]

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OP, your image has a lot of repetitive screenshots, so I'll narrow it down to these three in hope to understand the narrative better. Can you explain to me what actually happening here?

Overseers, please pay attention to the date and timestamp.

I apologise some are repetitive so you can see the dates between responses. The white emails are the communication around my first 7 day self exclusion which they lifted 4 days in and on that day I lost almost 5k. They should not have lifted that. They admitted that. Said sorry. And that I would never have a problem again with exclusions they would make sure they were correctly enforced when asked for. The black screenshot is my response about some race when I realised 2 days ago my account wasn’t locked for 10 days as requested. My statement was clear as was my request to the same person I always dealt with who promised the other issue or anything like it “would never happen again” - you cannot expect that you send a message saying please lock my account now for 10 days thankyou clear as day and it’s not enforced and their excuse is- she asked are you sure and what about the race? She responded over 24 hours after I directed the lock be placed. Am
I supposed to sit on chat for 1-2 days waiting for her? No I assumed it would be done as she had always said it would be when I said so. Instead I realise 5 days later that it was never locked she ignored and dismissed my clear request. You can see she was last active 6 days earlier. So last active when she sent that message. I didn’t ask a question I made a request that I was told and the site states I am able to make. It’s super clear. And there was no race ending in 2 days I was involved in. They knew I wanted my account locked and asked a question I would never go looking for or wait over a day for an answer to. It should’ve been locked. This is on them.