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Casino Heroes - Reopened account
Ruling
Found for the Casino - To qualify as a self-exclusion you have to make clear to the operator that you are closing your account due to gambling issues.
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Player's Complaint
I asked to permanently close my account in march 2018 the casino then let me reopen it spending thousands i asked by email why and how this had happened the email was not respond too the account left open for me to deposit hundreds more i feel i been let down by this casino i can forward email from them telling me my account was permanently closed
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Agreement
Druss81 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:
- Casino Heroes
- Malta Gaming Authority
- Curacao eGaming
- United Kingdom Gambling Commission
- Hero Gaming Limited
March 15, 2019
Hi druss81 - welcome to ThePOGG.com!
Unfortunately it is unlikely we can do anything to help you in this instance. If you have simply asked to "permanently close" your account without explicitly telling the operator that this was due to gambling problems, this would not be considered a Responsible Gambling based closure and Casino Heroes would be free to re-open the account if you requested they do so.
Thanks,
ThePOGG