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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
Oct 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
Oct 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
Oct 30, 2017

Hi dls1984,

Did you make this request over email?

Thanks,

ThePOGG

dls1984
Oct 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
Oct 30, 2017

Hi dls1984,

Can you please forward on the email to webmaster@thepogg.com?

Thanks,

ThePOGG

dls1984
Oct 30, 2017

Thank you
I have forwarded this on to you

ThePOGG
Nov 01, 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
Nov 01, 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
Nov 01, 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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