Chumba Casino - Error withdrawing

Hi jaytam1234 - welcome back.

Did you inform the operator that the closure request was due to gambling addiction?

Thanks,

ThePOGG

Yes but I have been searching through all my emails and dont have a chat log of it. I requested that and my transaction history from the date i reopened weeks ago to whixh I have not received so I can get a more thorough idea of my losses. From past complaints I see they will not work with you, and they will not respond to me either. I had to reopen an old bank account and my old skrill account tonget paid. I then asked for account to be closed again. I received an email that said issue resolved. But my account was not closed and i ended up redepositing and losing it all plus another 1000. They only replied with we need sufficient time to close the account after a request. The account can be reopened again even if you choose indefinite selfexclusion. I know they will not work with you but hopefully can serve as a warning to others. Thanks for your time bud

Hi jaytam1234,

i) That you asked for your account to be "closed" is a concern. Asking for your account to be closed is not a responsible gambling issue. You would need to have made explicitly clear to the operator that your closure request is due to addiction issues before this would be considered a self-exclusion.

ii) Any self-exclusion at an MGA licensed property can be lifted at the player's request. The operator needs to enforce a 24 hour cooling-off period for self-exclusions with an agreed end point and a 7 day cooling-off period where the the self-exclusion was 'permanent'. As long as these cooling-off periods have been enforced the operator would be allowed to re-open your account.

iii) If the operator are refusing to provide information about your account, make a Freedom of Information request.

Thanks,

ThePOGG

No i did ask for permanent self exclusion both times. But it looks like according to mga there really is no way tonpermanent self ban and they did nothing wrong

Hey just checking in. So I wanted to see if you were correct. And you were. I asked to reopen because its been 7 days. She said lets wait a month I said thank you I appreciate that but can we make sure I can never open it again. Then they responded ignoring that. Then i sent the same email again saying why dont you guys read the email i want it permanently closed even if i have a moment of weakness and ask, id like to never be able to reopen it. And got a reply back with thats great that you would like to reopen it, i just need to ask why. And i said bc no other site has one of their games and loyalty bonus. It seems like they are going to reopen it, despite asking to not allow me to just like last time. I dont know where to forward email to for you to look at but even if they do reopen i will not be redepositing as i gave someone else control of my finances now. But just want to give you proof this is what just happened. And even if no money refunded, id like some real help in making sure in the future my account can not be reopend. Thanks for your help as always

Also , since they said they would have someone a month again send me all my deposit and withdrawal info from when my account was reopened, no one has responded since. It is in the 5 digits for sure. Everything else has been ignored including switching my correct bank so i can withdraw winnings bc the chumba card wasnt working so i lost that 2700. But reopening my account seems to get responses pretty fast, but they just dont seem to care ( or most likely just uneducated) about someone having gambling problems and just allowing them to reopen it even asking not to

But i mean in fairness, you are the beat judge of this as you have come across this often and i accept your judgment ofcourse. You have always been fair. But in the end, id like to make sure i cant reopen the account again and give them another $20k. Thanks for your time

Hi jaytam1234,

It is not about fairness in this instance. My personal opinion is that the MGA self-exclusion rules could do with some tightening. This is something that we have highlighted in our annual ADR report on a number of occassions. But as things currently stand MGA licensees are allowed to re-open self-excluded accounts as long as the appropriate cooling-off periods are enforced. As we serve on behalf of the MGA, we have to enforce the standards that they view to be appropriate. As such, no MGA licensed property will offer a self-exclusion that can never be lifted.

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