Casinonic - self-exclusion

Ruling

Resolved - Both the submitting complainant and Casinonic have informed us that this issue has been resolved and the player has received their funds.

Read our Casinonic Review.

Player's Complaint

I deposited a lot of money within a couple of weeks. I spoke to live chat regarding my gambling problem.

I set a deposit limit, then had asked live chat to remove deposit limit. Deposit limit was removed instantly, not 24 hours as it should of been.

I then deposited a lot more money.

Spoke to live chat with regrets to what I had done, asked for my account to be closed permanently and for me not to be able to re-open it.

I self-excluded through live chat.

A couple of weeks later they had allowed me to re-open my account and then I deposited many thousands more.

My account has now been blocked. I believe I should be entitled to a refund of all deposits to them since they allowed me to reopen my account after I said I had gambling problems.

I have sent requests to their email asking for all chat transcripts, deposits, and my self-exlusion dates.

They have not responded to any of my emails but happy to keep my money.

I believe in total I had probably deposited $8000.

Which would be 2 months pay for me...

I am not asking for all my deposits back. Just the ones after I had requested to self-exclude.

Read the casino review

5 Responses

ThePOGG

March 12, 2021

Hi mumofone - welcome to ThePOGG.com!

In all likelihood there is nothing we can do for you. You are playing with an operator that has a very weak license that does not place any requirement on licensees in terms of what they have to do to protect vulnerable players.

I'll contact the operator on your behalf, but the chances of a successful mediation are low.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

ThePOGG

March 21, 2021

Hi mumofone,

Our understanding is that the operator will be processing a refund to you shortly. We would appreciate it if you could let us know when you receive your payment.

Thanks,

ThePOGG

mumofone

March 21, 2021

Hi the progg, thank you for letting me know.

I still have not heard from the operator.

I will let you know if I do receive a refund.

Thank you for your help.

mumofone

March 26, 2021

Refund was received a few days ago.

Thank you for your help :)

ThePOGG

March 28, 2021

Hi mumofone,

Thanks for letting us know - it is appreciated!

ThePOGG