Zen Casino - Failed self exclusion
Found for the Player - Zen Casino are operating predatory responsible gambling policies that place artificial barriers between players and self-exclusions.
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Hi. On 9 October 2020 I did requested to be self excluded permanently by ticket system ( the live support couldn't do this for me). I did thinking that my account has been finally self excluded permanently. Because of my gambling compulsive disease, I did logged again on 16th of September this year and deposited and played 300 euros. They failed to apply the self exclusion. I did contacted them on live chat explaining that I do have gambling issues and they said that because I failed to send an email with plenty of additional information, they just reactivated my account after 6 days of my self exclusion request, which is really unacceptable. I do have screenshots of the request and now I saw that they asked my about 7-8 questions like my name, address and so on to be able to self exclusion myself. They have all of this information on file as I did verified my account and also I requested this throughout my account on their website.
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