Casino of Dreams - Self exclusion request

Ruling

Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

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Player's Complaint

In March 2018 I emailed casino of dreams and asked to close my account and self exclude

They acknowledged my email a day later and asked why

I didn’t feel the need to respond as my request was clear

They didn’t do anything and the following month I received a marketing email which I opened and then deposited funds

I later realised this was the company I had requested to close my account and self exclude and I requested a refund which the refused

I believe they should have acted as a responsible gambling company and not allowed me to go on this account as requeste

If they needed further questions answering then they should have at least not allowed me on the account until they were satisfied

I want a refund and am trying this complaint as a last resort before I spend more money on legal action

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