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Casillion - Account Closure

Ruling

Found for the Casino - While Casillion are breaking UK law by accepting any UK resident players, unless there's something inherently unfair about the gambling transaction we would not require them to refund losses.

Player's Complaint

I had emailed this site about my pending withdrawals but they did not contact me back

When chasing I realised that as a UK player I should not have been able to open an account

I’ve been continually emailing them on their support address as well as used their web form but they didn’t reply. I contacted them on live chat this week but no one was available so I left a message. They responded and just said they had closed my account. I would like all monies refunded since opening account as it should not have ever been permitted. If this is not something you can do I would like everything refunded from the date I emailed asking them to close it.

Any help you can give would be appreciated

Read the casino review

9 Responses

ThePOGG
October 27, 2017

Hi dls1984 - welcome to ThePOGG.com!

While we will always advise UK players to only play with UKGC licensed operator I'm afraid that we would not require an operator to return losses simply because they've chosen to accept UK players without a license. Had you won funds you would have expected to be paid.

When did you ask them to close your account? What was the reason given for asking for your account to be closed? How much have you deposited since?

Thanks,

ThePOGG

dls1984
October 27, 2017

I asked for self exclusion but they did not respond and then continued to play

I’m not sure as since they have just closed my account and not replied to any further emails

ThePOGG
October 30, 2017

Hi dls1984,

Did you make this request over email?

Thanks,

ThePOGG

dls1984
October 30, 2017

Hi

Yes I have copies of this

I also used their online form

There is no phone number published anywhere online and the live chat said there was no one online too

Is there anywhere that has any jurisdiction over them accepting accounts from people that should be excluded?

ThePOGG
October 30, 2017

Hi dls1984,

Can you please forward on the email to [email protected]?

Thanks,

ThePOGG

dls1984
October 30, 2017

Thank you

I have forwarded this on to you

ThePOGG
November 1, 2017

Hi dls1984,

This isn't an issue we can help with. As explained above, unless there's something inherently unfair in the gambling transaction we would not require an operator to refund losses simply because they do no have a UKGC license.

Further to this, while I appreciate that you feel the support you've received was poor, the closure request you made does not fall into the Responsible Gambling category and as such the operator are not obliged to take any action.

Sorry we cannot be of further help,

ThePOGG

dls1984
November 1, 2017

Thanks for your email

Do you know if there is any action I can take?

They effectively ignored me for weeks and I shouldn’t have been allowed in the first place

ThePOGG
November 1, 2017

Hi dls1984,

We have previously informed the UKGC that Casillion are accepting UK players without a license. It's up to the UKGC to take action to stop this and they do not involve themselves in individual player complaints.

Given that you've previously clearly indicated that you have gambling problems I would once again encourage you to review our Responsible Gambling page and consider installing one of the blocking softwares listed there to prevent you accessing gambling sites.

ThePOGG

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Agreement

dls1984 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:

October 27, 2017

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.