Casino Red Kings - Requested account to be closed but wasn't

Ruling

Declined - As a UKGC appointed Alternative Dispute Resolution service we are not allowed to review self-exclusion issues and are required to direct complainants to the UKGC.

Read our Casino Red Kings Review.

Player's Complaint

Good morning,

Further to my conversation with [EDIT] just now on live chat, I would like to escalate the below matter:

On Friday 10 February and Saturday 11 February I contacted the live chat facility through the poker client and requested my account to be closed "permanently" and "immediately". I was told through live chat that I had to wait despite me asking for it to be done straight away. This was not done. I was trying to be responsible as I felt my gambling was getting out of control and therefore the account should have been closed straight away.

I then tried to log in on Sunday 12 February and found that my account was still not closed. Yesterday, 12 February I then went onto deposit and lose ~ £20,000 which was a deposit for a house with my partner which I need for this week. We will therefore be homeless if we do not have this money.

I am therefore asking for all deposits made yesterday, which total around £19,800, to be reimbursed to me, to the cards they were made with. I am aware that all deposits before the 12 February were all made when I wanted the account to be open so do not expect them to be refunded.

I am also forwarding this email to the gambling commission to get their views on it and will be proceeding legally if necessary.

Read the casino review

1 Responses