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Found for the Casino - This player asked for a permanent account closure but did not indicate this was due to gambling addiction. As such the account could be re-opened on request.

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Player's Complaint

I had been on live chat to complain about terrible rtp on various occasions. On this occassion I asked advisor for a permanent closure of account. They confirmed i would never be able to reopen account or register new account with videoslots. I agreed to close permanently. However, the next day, i contacted about reopening, and they allowed account to be reopened!!!! I made deposits and then made them aware of situation. It was passed to relevent department but account remained open still!!! I was allowed to deposit further until eventually chat advisor blocked account. I have submitted live chat transcript to show what happened. I feel videoslots have failed in what they should have done. Account should never have been reopened, and they clearly reopened to get as much money from me as possible! I am seeking refund of all deposits after account was wrongfully reopened.

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1 Responses

October 8, 2018

Hi brizman - welcome to!

Unfortunately there's nothing we can do to help you in this instance.

I've read through the chat transcript that you forwarded and while you do request a "permanent" closure you do not at any point give any indications that your closure has anything to do with problem gambling. As such Responsible Gambling rules do not apply here. That being the case any closure initiated would be permanent in so far as the operator would never automatically re-open your account. You would have to contact support and explicitly request that your account be reopened. Without that your account would be permanently closed. If you've asked for your account to be re-opened there's nothing we can do to help you here.


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brizman 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:

October 8, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.