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24M Casino - Self-Exclusion Failure to act

Ruling

Found for the Player - Despite our repeated efforts to contact 24M Casino to discuss this issue we have received no relevant response from the operator.

Read our 24M Casino Review.

Player's Complaint

I have a history of compulsive gambling usually linked to stress.

In December I registered with 24MCasino and lost a reasonable amount (c£4K). I contacted them asking to exclude me stating gambling addiction and then followed up on email. I again contacted them in January but they still took no action.

I lost a further £1.1K.

I take full responsibility for the loses and accept I still have a problem but the failure to act on my instruction has supported my problem.

There seems to be little way.to contact the company and I can’t help but think this is almost done on purpose.

Any help/advice would be appreciated

Thanks

Read the casino review

4 Responses

User icon
thepogg
May 21, 2021

Hi bigmac83 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As a UK citizen you should only be playing with operators that hold a UKGC license. 24M Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

User icon
bigmac83
June 14, 2021

Thanks for your support and yes comments noted.

I’ve repeatedly asked them to close the account/stop marketing but no response

User icon
thepogg
June 20, 2021

Hi bigmac83,

Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

User icon
bigmac83
August 5, 2021

Thanks for trying. They have just got in touch direct, perhaps from your chasing and have closed the account as requested.

Bizarrely I have also received money in my bank the same day…… maybe a coincidence but it looks to be my last deposits with them!

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bigmac83 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

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May 18, 2021

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