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Ace Pokies - Permanent Closure Ignored

Ruling

Found for the Casino - Unless you explicitly inform an operator that you are closing your account due to gambling problems, your closure will not be treated as a self-exclusion.

Read our Ace Pokies Casino Review.

Player's Complaint

Hi, I requested for my account to be permanently closed on 4th December 2018 via email. This request was ignored which is a violation of the basic responsible gambling.

Source: AskGamblers: The online operator is obliged to cooperate as fast as possible and is not allowed to use any delay tactics or trying to dissuade player, but has to fulfill player’s will immediately.If the operator allows you to deposit and play during this period, for which your account was supposed to be suspended and closed, then the case could be considered as a serious violation of the basic responsible gaming policy. You are then within your powers to insist on a full refund for the stated period if the money was lost.

I wanted to my account closed to control my gambling and I was let down by this casino. Weak moments come in and you spend more and I believe the casino took advantage here.

I brought this up with the casino and they have ignored me. But FINALLY closed my account!! I have requested that all funds since my request for closure be returned to me

Read the casino review

3 Responses

User icon
ThePOGG
February 1, 2019

Hi lewt - welcome to ThePOGG.com!

Firstly, as a UK citizen you should not be playing with any operator that does not hold a valid UKGC license. Ace Pokies are breaking UK law by accepting your play.

Did you explicitly tell the operator that you were closing your account due to having a gambling problem or did you simply ask for a "permanent" account closure?

Thanks,

ThePOGG

User icon
LewT
February 1, 2019

Ah I wasn’t aware that they did not hold a UKGC license! I presumed that if they had United Kingdom as an option in sign up that they must have a license!

I requested “permanent account closure”

Thanks

User icon
ThePOGG
February 5, 2019

Hi LewT,

Even where you were playing with a UK licensed operator, asking for a "permanent account closure" by itself would not be enough that the operator would be obliged to consider this a self-exclusion/responsible gambling issue. Players regularly insist on having their account closed permanently for reasons other than gambling addition, usually due to either displeasure at the customer service or insufficient promotional incentives. This type of closure is permanent unless you ask for your account to be re-opened.

This is an unregulated group and unless you have explicitly told them that you have a gambling problem I'm afraid there's no case for us to argue here.

Thanks,

ThePOGG

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Agreement

LewT 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:

  • Ace Pokies

February 1, 2019

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