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Cobra Casino - DIDN'T PAY AFTER THEY SAID THEY WOULD - AUSTRALIAN RESIDENT

Ruling

Found for the Casino - If you do not tell the operator that your closure request is addiction related, it will not fall under responsible gambling policies or protections.

Read our Cobra Casino Review.

Player's Complaint

Good afternoon, (I have crossed out my personal email in this thread and acc details just in case this is published online) If you need originals let me know =)

I write this to you today with massive frustration as I have been given too many conflicting stories. Could you please reply all when responding or please point me in the right direction of who will investigate this for me. Details below:

Complaint

COBRA CASINO

Email address is in the details above - this is what was used to log in.

On the 30th June 2021 I requested to close my account permanently with this company as I am a problem gambler. They received the request. They then allowed me to deposit a further $14,054.13 with the site with the same account

Read the casino review

5 Responses

User icon
thepogg
July 19, 2021

Hi hotrod99 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

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

User icon
hotrod99
July 19, 2021

Thank you 😊

User icon
thepogg
July 25, 2021

Hi hotrod99,

We've reviewed this issue with the operator and sadly we are unable to uphold your claim.

You did indeed contact the operator on the 30th of June, but you simply stated "Please close my account permanently" on Live Chat. An account closure request would only be treated as a self-exclusion where the player indicates that the reason for the closure is gambling addiction. The Live Chat agent in question asked the reasons for your closure request. You offered no response. They then emailed you. Again no response. Without a clear statement from you directing that the account closure request was addiction related, this request would not fall under responsible gambling policies. As such you would be free to re-open, or re-access, your account at any point you wished.

Sorry we could not be of more help.

ThePOGG

User icon
hotrod99
July 25, 2021

They said they would refund the deposits. They also mentioned that they did receive close account permanently. I should not have to give a reason once this has been said. I will be contacting our Australian government body. Thank you

User icon
thepogg
August 1, 2021

Hi hotrod99,

As stated already, if you did not make clear to the operator that your closure request was addiction related the operator would not be deemed responsible for preventing you from reopening your account or playing further.

Sorry we cannot be of further assistance.

ThePOGG

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Agreement

hotrod99 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:

  • Cobra Casino
  • Curacao
  • Dama N.V.

July 19, 2021

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